How to Resolve Customer Service Issues on Social Media

May 31, 2016
Posted by: Matthew Hammer, VP- Marketing

Part 4 in the Series: Social Customer Service
expect-response-7272% of consumers expect resolution within one hour when using social media for customer service issues, according to Milward Brown Digital.
That’s not a lot of time.
What’s more, Simply Measured found that for the 30% of brands that do have a dedicated customer service handle on Twitter, the average response time to a compliant is 5.1 hours and only 10% of companies answered within an hour. So in most cases, reality is falling short of customer expectations.
To resolve your customers’ issues, your company first must be able to identify relevant conversations on social channels. Then, you need to escalate and connect social conversations with the appropriate people and processes in the enterprise to engage customers accordingly. For example, one conversation might be directed to technical support while another might go directly to your legal department. As part of this process, many of the issues can be resolved automatically using pre-approved responses.
At the same time, you want to eliminate agent collision and enable multi-agent participation and handoff for efficient team resolution.
How can you make sure you do this for every customer issue?
Performing social customer service at scale requires established workflows that include the ability to assign, respond, annotate, resolve, and track all communications with your customers – no matter the point of origin. That could be Facebook, Twitter, email, or calls.
The ideal way is to leverage case numbers, a response database tagging, approval workflows, and a full audit trail.
The result: quicker response times, more engaged interactions with customers and ensured service level agreements. But the best result of all is knowing that a satisfied customer is more likely to be a repeat customer and brand advocate.
LiveWorld specializes in helping brands of all sizes manage their social customer service. To learn more, click here.