You wouldn’t ignore your customers on the phone, so why would you ignore them on social media? Social media is such an important tool for customer service teams to utilise to interact with customers that you can’t afford to get it wrong.
Have the time to provide excellent service to your customers online
You may not have the time for social media but your customers do. 42% of consumers expect a response on social media within an hour! Montage can set up social media dashboards to enable team working between our content creators and your customer service teams, to allow a seamless service for your customers.
Focus your efforts…
It is important to focus your social media customer service efforts to the most popular social networks with your target audience and customers. There is little point in having a dedicated Facebook customer service team if none of your customers are using that channel, this is simply wasted resources. Focusing your social customer service allows you to provide a much more effective and seamless experience for your customers.
Ensuring your customer service teams are up to speed…
We have the experience in coaching multi-national customer service teams in the use of Hootsuite and Sprout Social so social media customer service can be managed in-house. We can come to your offices to provide a bespoke training session to help your customer service teams to be as effective as possible and ensure that customer satisfaction is guaranteed.
If you are interested in finding out more about our social media customer service services or you wish to speak to us about a bespoke training session for your business, please feel free to get in touch.Contact Us