Have you ever randomly hijacked a company’s comment section and just randomly started sulking about your terrible experience with them?
Or maybe drop some all-positive comments to praise them for the all-good job?
If yes, you already know the role of social media for online businesses in supporting their customers.
Social media has revolutionized the way businesses interact with customers, and eCommerce is no exception. With the rapid eCommerce growth, it has become increasingly important for businesses to provide excellent customer service, and social media provides a unique opportunity to do just that.
According to a survey, 90% of consumers have reported that social media customer service positively influences their buying decisions.
And today, we are going to talk about how online brands like yours can enhance their eCommerce customer service with the help of social media.
Come, let’s bridge this journey from likes to solutions.
Why should you leverage social media for eCommerce customer service?
Immediate Customer Response
In today's world, social media has completely changed the game when it comes to customer service. Thanks to platforms like Twitter, Facebook, and Instagram, customers can now directly contact businesses with just a few clicks, making it easier than ever to get in touch with customer support.
Unlike traditional customer services channels, such as phone or email, social media allows for quick and immediate responses. This instant gratification is exactly what customers crave, and social media delivers it. Plus, businesses can respond to customer inquiries round the clock, which means that customers are getting the support they need, whenever they need it. They provide a human touch that makes customers feel heard and valued, and that's what really matters at the end of the day.
Increased Customer Engagement
Brands can now build stronger relationships with customers by responding to comments, direct messages, and reviews, and have the chance to connect with their customers on a more personal level. This kind of customer engagement can foster a sense of brand loyalty that can make a real difference in the success of any business.
One of the most valuable aspects of social media is the feedback that customers provide. By actively listening to their feedback, businesses can learn more about what their customers need and want, and then use that information to improve their products and services. This kind of customer-centric approach is the key to driving customer satisfaction and ultimately, eCommerce growth.
Enhanced Brand Image
With the right content, businesses can establish themselves as industry experts and thought leaders, and this is where social media really shines. By providing helpful, informative, and engaging content, businesses can not only attract potential customers but also keep them engaged and loyal to the brand.
Cost-Effective Customer Service
One of the biggest social media benefits is that it provides a cost-effective way for businesses to provide customer service. Gone are the days when customers had to wait on hold for hours or send emails that may never get a response.
What's more, social media platforms are completely free to use, making them an affordable option for businesses of all sizes. This not only helps to reduce costs but also frees up resources that can be allocated to other areas of the business. It also enables businesses to handle multiple customer inquiries simultaneously, further increasing efficiency and reducing costs. This means that businesses can provide high-quality customer service without having to hire additional staff, allowing them to focus on other critical areas of the business.
Why Are Your Customers Reaching Out to You on Social Media?
Your customers may reach out to you on social media for:
Asking questions about products or services.
Communicating complaints or issues with an order.
Get any type of assistance they need.
Leave feedback or reviews of their products or services.
Tips to Use Social Media for ECommerce Customer Service
Do Not Miss Responding to Even a Single Comment, Question, or Feedback
When it comes to eCommerce customer support on social media, one of the most important things businesses can do is respond to all customer inquiries and feedback.
On the darker side, people do not miss the chance to criticize and knock down others on social media and sometimes you may also come across completely irrelevant comments or questions, but the key here is to be polite even with those responses and not break your rhythm to answer each one of the responses.
This not only shows that your business cares about its customers, but it also demonstrates a commitment to providing exceptional customer service. Therefore, remember to always respond to customer inquiries and feedback, and take the time to engage with your customers in a meaningful way.
Identify the Boundary of Public or Private
It's also crucial to understand how to handle different types of inquiries effectively. One of the most important considerations is whether to respond publicly or privately, depending on the nature of the inquiry.
Sensitive issues, such as billing or account information, should always be addressed privately to protect customer privacy. Responding publicly to these types of inquiries can potentially expose sensitive information to the public, which could lead to serious consequences for both the customer and the business.
On the other hand, general inquiries or comments can often be addressed publicly, which can help demonstrate the business's commitment to eCommerce customer service and increase brand awareness. Public responses can also be helpful for customers who may have similar questions or concerns.
It's important to note that even when responding publicly, businesses should still be mindful of their tone and language. Responses should be professional, friendly, and helpful, and should reflect the business's brand and values.
Address Important Questions ASAP
In today's fast-paced digital world, customers expect quick and efficient responses when they reach out to businesses on social media.
Responding promptly to customer inquiries not only helps to increase customer satisfaction but also shows that your business values their time and is committed to providing excellent customer service. By addressing crucial customer questions as soon as possible, businesses can demonstrate their attentiveness and dedication to meeting their customers' needs.
In order to meet customer expectations for quick and efficient responses, you should consider implementing a strategy for social media customer support. This can include setting response time goals, training customer support representatives to handle inquiries effectively, and using tools and software to manage and track customer interactions.
For example, you can integrate a Chatbot on your social media accounts. They can handle simple inquiries, such as tracking information or order status, freeing up customer support agents to focus on more complex issues.
Go On, Use Names and Greet Informally
Creating a personal connection with customers is key to social media eCommerce customer support. We mean you could have opted for any platform, right? But you chose social media to humanize the connection!
One effective way to do this is by including a greeting with your customers’ names when responding to their inquiries.
By including a personalized greeting, such as "Hello [customer name]," or "Hi there," you can establish a friendly and welcoming tone that can help to put the customer at ease. This can be especially important when dealing with customer complaints or issues, as it can help to defuse any potential frustration or anger.
Additionally, being transparent with representative names is also important. For example: “Hi Bob, I am Chelsea.”
When customers know who they are talking to, it creates a sense of trust and accountability. This can also help to establish a more personal connection with the customer and create a more positive customer experience overall.
It can also make it easier for customers to reference past interactions, which can be helpful in resolving ongoing issues or inquiries.
Be Positive to Negative
When negative feedback is received on social media, it's important that you respond in a positive and constructive way.
Remember - Negative feedback can be a valuable opportunity for you to learn from your customers and use it to improve your products or services. Take criticism smartly and constructively instead of getting offended.
One effective approach is to respond to negative feedback with empathy and understanding, acknowledging the customer's experience and expressing a sincere desire to address their concerns.
Also, offer them relevant alternatives and solutions to resolve the issue. Whether it's offering a refund, providing additional information, or proposing a different product or service, you should be proactive in finding a solution that meets the customer's needs.
Utilize a Monitoring Tool for Social Media
A very good social media benefit is that it can be monitored comparatively easier because of the availability of huge, insightful data.
These tools can allow you to keep track of customer inquiries and feedback across multiple social media platforms, ensuring that no comments or messages go unanswered. They can also identify common customer concerns or issues, allowing you to proactively address the most common issues.
Additionally, social media monitoring tools like YouCan can also be used to track brand mentions and monitor online conversations about your business or industry providing valuable insights. Moreover, they can also help you track your social media performance over time, providing valuable data and metrics that can be used to measure the effectiveness of their social media marketing efforts.
Customers expect prompt and accurate responses, regardless of the time of day or day of the week. Therefore, it's important for you to establish clear guidelines and processes for social media eCommerce customer support, and ensure that they are consistently followed.
Even if a resolution cannot be provided immediately, acknowledging the customer's inquiry and providing an estimated timeframe for a resolution can help to set expectations and demonstrate a commitment to customer service.
Consistency can also be achieved by using consistent messaging and branding across all social media channels. This can help to establish a strong and recognizable brand presence and ensure that customers receive a consistent experience across all touchpoints.
One key social media benefit is that it can be used as a feedback tool for gathering feedback in real-time. You can simply ask your customers to drop their feedback in form of text or videos and then simply share their screenshots or recordings on your account.
You can also tag your customers to humanize your interactions and also, create a separate highlight section of customer feedback on Instagram. This will represent your brand as welcoming and approachable to other customers too.
Social media has become an essential part of eCommerce customer support, providing businesses with a cost-effective and efficient way to provide excellent customer service. By understanding why customers reach out to brands on social media and the benefits of using social media for customer support, businesses can develop a successful social media customer support strategy. By following the tips provided in this blog post, you can enhance your brand's reputation, drive eCommerce growth, and increase customer satisfaction.
If you feel overwhelmed by all this information, you can always ask for a helping hand from a digital eCommerce agency. Design Process is a leading direct-to-consumer (D2C) growth studio that specializes in helping eCommerce businesses achieve their growth objectives.
Till then, have a happy customer time!
Further reading - 9 Types of eCommerce Business Models You Should Know About