Customer service is something that must be taken care of by companies and brands, to make them feel respected and appreciated and thus maintain a good reputation for your brand and encourage customers to buy your products.
It is good for you to be responsive to your customers and respond to their inquiries within a short time, which proves to them your fast response to their comments and questions on social media, especially the response of your brand regarding their concerns and doubts within a maximum of 30 minutes.
Through this article, we will provide tips that will help you improve response time for better customer service.
Tips to improve customer service response time:
Review previous results and set new goals:
Initially, discover your weaknesses by noting your team’s current results and work on improving them.
If you use Facebook, it allows you to know the average response times and percentages for them, but if you are on other platforms, you need to use a special external tool.
Define a platform for each member of your team:
Your brand may receive a lot of comments and inquiries through social media on a daily basis, which may increase pressure and confuse the person responsible for performing this task.
And for this you need more than one person in your team in order to manage the participation of your brand on social media with high efficiency, thanks to the equal allocation of the workload and assigning one or two tasks to each team member.
Have your team access your content calendar:
It is a good idea to give your team access to your content calendar so that they stay informed of upcoming campaigns and special events such as holidays and special promotions that attract customers and thus change the movement of interaction and participation and increase the comments and questions greatly, which requires the presence of your team more effectively.
Automate answering common questions:
Similar or repeated questions may be an obstacle for your work and reduce your performance speed, so it is good to use ready-made templates instead of copying and pasting the same answer to each question.
You can here take advantage of the saved responses where you can select and send an appropriate answer to a common and repeated question with just two clicks.
And to add a special feature you can use “% name%” when creating a saved reply to automatically insert the customer’s name in the reply.
letting specialized team members answer the specialized questions:
Your brand may get some difficult questions that your regular team members cannot answer, so you should give such questions to professional team members who have the right answers without hindering your business and hurting your response rate.
Establishing and updating standard responses to negative comments:
Your brand on social media may experience negative reactions, and to respond effectively to it you must work with your team to develop a standardized, helpful and impartial response.
In case the problem is more complicated and requires more than a response, ask the client to transfer the conversation to direct messages, in addition to leaving a general comment requesting a direct message so that the customer can know the extent of your interest and competence in dealing with the problem.
Reward positive interactions:
You should not neglect the positive interaction from your audience to enhance customer loyalty, where good and positive participation works to raise trust between the audience and the brand.
Using an organized communication tool:
Your presence on many channels, platforms, and applications may negatively affect your brand and the performance of your team, so you should choose only one or two tools and use them to manage social media exclusively.
Using social media listening tools:
In some cases, the customer may not be able to add a review directly on your brand, so do not miss the opportunity to solve this problem and lose the customer’s interaction or communication with him.
Simply use social media listening tools to improve your company’s team response time.
Like Adview, which monitors everything on Instagram and Facebook.
And Talkwalker takes care of all your social media branding.
We can say that customer service is one of the most important factors for the success of your brand, and it is logical that you give this aspect great attention by forming a team that is responsive and constantly works to raise the rate of responses to customers through social media.