Social media CS by Tabi Jones

Do's

tabijones1 — 2024-03-13 15:32:55 UTC

tabijones1 — 2024-03-13 15:33:02 UTC

2024-03-13 15:40:47 UTC

DO respond quickly (within the hour) to messages, and/or implement a policy of checking messages regularly so nothing gets missed
DO take opportunities to engage with customers in a fun way (if appropriate)
DO run localised accounts if you have lots of branches - this gives a personal touch and shows the company is in touch with local issues

2024-03-13 15:41:44 UTC

post regulary at a time that your target market are online, make sure to keep following trends.

make sure to keep responding to customer enquiries in time.

make the posts different and fun whilst sticking to your brand

2024-03-13 15:42:51 UTC

DO'S

2024-03-13 15:43:46 UTC

post without a spell check or without a plan of what the post is for and how you want it to be perceived

2024-03-13 15:44:01 UTC

Do's:

Go the extra mile - give a personal response with advice, tips, and links to additional information to respond to customer queries.
Engagement - ask for feedback and ask questions to get followers engaged.
Quick responses - deal with queries and complaints in a timely manner.

Don'ts:

Language - don't use unprofessional or offensive language.
Ignoring - don't ignore the customer, avoid answering their query, or be dismissive of their complaint.
Arguing - don't argue with the customer, instead try to advice them and if needs be take the conversation privately (to a DM or phone call) rather than a comment or tweet.

2024-03-13 15:44:16 UTC

Respond promptly

Be authentic and personalise message

Acknowledge positive feedback

Give helpful/meaningful responses

Don’t

Ignore comments

Engage in arguments or negativity

Use automated or generic responses

Overpromise - manage expectations

2024-03-13 15:46:57 UTC

DON'T treat your SM like it's unimportant - it is an arm of your Customer Service and is treated as such by customers, they will expect prompt and efficient customer service when complaining
DON'T use automation beyond a "we'll get back to you message", and don't leave it unchecked/unattended for long
DON'T wait to respond to negative feedback
DON'T take negative feedback personally

2024-03-13 15:47:27 UTC

DO make quick responses

DO be polite and informative

DO engage with customers

DO try your best to solve issues

DON'T delay responding to messages

DON'T send out automated responses. 1) they may not make sense and 2) people buy from people.

DON'T be rude