How to Provide Customer Service via Social Media

[the Right Way]

4 Quick Things About Me1. From Kansas City (#GoRoyals)2. Lived in Austin since 20093. Have four roommates

– Mela 🐱– Beasley 🐱– Caesar 🕷– Lesley💃

4. I love customer service.

On average, we tell 9 people about good customer experiences, and 16 people about bad customer experiences.

What is social media?Social media is a public party (where you’ll find your friends, family, colleagues, competitors, customers and prospects).

What is customer service?Everything your business does for your customers.

What is great customer service?Everything your business does for your customers that makes them love you.

Good customer service may cause symptoms similar to when kissing, or being in love.

A 5% increase in customer retention can increase profits by 25 - 95%.

7 in 10 Americans would spend more with companies they believe provide excellent customer service.

#1: Know Your CustomersOn social media, this is easy — it just takes time.

Touching someone doubles your chances of getting what you want.

#2: Be Available 24/7Social media does not have operating hours and you need to be available on-demand — 24/7.

42% of consumers complaining on social media expect a response within 60 minutes.

32% expect a responsewithin 30 minutes.

#3: Remove Distractions and EmotionsSeparate yourself from other customers and distractions, and give your full attention.

Also, remember to remain objective.

Angry people have difficulty processing logical statements, limiting their ability to accept explanations and solutions offered by others.

#4: Teamwork is KeyDon’t try to manage customer service on social media by yourself — you’ll go crazy.

Share responsibility within your team.

For every one customer complaintyou hear, 26 other customers have remained silent.

96% of dissatisfied consumers never complain — to you.

#5: Keep it SimpleRemove obstacles and solve the problem now.

70% of customers will eventually do business with you again if you solve the problem.

95% will if you solve the problem on the spot.

#6: Show Some Love On social media, your customer’s profile is literally a click away* — get to know them.

*(so are your competitors)

It costs 10x more to acquire a new customer vs. keeping a current customer, and repeat customers spend, on average, 67% more.

#7: Measure Twice, Cut OnceOn social media, what you say is interpreted differently depending on your audience.

Once it’s published, it’s hard to redact.

It takes 12 positive experiences to make up for one unresolved negative experience.

Bonus: Social Media Resources• Social Media Management– Buffer– Hootsuite– TweetDeck (twitter only)

• Social Media Engagement– Sprout Social– Respond (by Buffer) — Twitter only– Audiense (formerly SocialBro)

“Make customers love you so much they feel guilty going somewhere else.”

Dave RatnerOwner, Dave’s Soda and Pet City

Thank you.

Ross Clurman / @comnio