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Nine tips for offering exceptional customer service on social media / Tracy Foster, founder, ONA

by on April 10, 2014 in Apps, Apps & Software, Blunders, FaceBook, Gadgets, Google, iPhone, Latest News, LinkedIn, Metrics, Mobile, Mobile Marketing, Pinterest, Retail, Small Business, Startups, Tech, Twitter

From Forbes : Here are nine tips for offering exceptional customer service via social media:

No matter how prominently you display your customer service email address or phone number, customers are still likely to ask questions, share success stories, or file complaints on your social media channels.

Whether it’s Twitter, Facebook, Instagram, Google Plus, or Pinterest, consumers are interacting more and more frequently with brands via social media. Even if your marketing team and your customer service team don’t currently overlap, incorporating customer service best practices into your social media strategy is essential. 

  1. Be fast. Social media moves at rapid-fire pace and functions 24/7. Establish standards for how quickly social media inquiries should be answered. At ONA, we have a company-wide policy of responding to all social media inquiries and customer service emails within two hours during normal business hours.

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