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Tag: social media customer service

How would you Rate your Social Media Customer Service?

Why is it that negative comments on social media always generate more interest than positive ones? You know what they say, misery loves company! It is imperative for businesses to have a plan in place to respond to complaints in the right way and via the right channel. Social media has become a customer service venue for your customers.

Customers are flocking to the platforms where they know they’ll be heard and, more importantly, where they know they’ll get a response. This is why Twitter has become a prime avenue for customer interaction with companies. According to research most customers consider three things: where the brand is active, where the customer thinks he will get the best response and how important response time is.

So let’s make a game plan for responding to irate customers.

 

 

1) Not responding is not an option

Edison Research and Jay Baer, author of “Hug Your Haters”, conducted a study about the responsiveness consumers expect from businesses. During their research, they discovered that customers get a response on social platforms about 50 percent of the time, which means companies are doing themselves — and their customers — a disservice. According to their findings, failing to respond on social media can trigger a 43% decrease in customer advocacy; a reply, however, can give you a 20% bump.

2) Find instances where your company is mentioned

Many companies believe that Twitter has become the primary sounding board, but in actuality 71% of all complaints on social media are actually posted on Facebook. Only 3% of tweets about customer service issues call out the company’s so to find all your mentions, employ a social media listening software, and always set up Google Alerts for your company.

3) Empathy is key

You can’t change what happened to upset your customer, but you can control over what happens next. Adopt the BEET strategy: Be Empathetic Every Time.

 

 

Follow this example by Wink Frozen Desserts:

 

A customer bashed Wink’s vegan, dairy-free, gluten-free frozen desserts on Facebook so CMO Jordan Pierson replied with a sincere apology and offered a refund. “While we hope that everyone will love and enjoy Wink as much as we do, we realize that not everyone will. If we can help, please send us an email to [email protected]. Thanks for giving Wink a try!” His response put a positive spin on the product with empathy that makes you feel great about the brand.

4) Only reply twice

The rule is to never reply to a customer more than twice in a public forum. Further conversation should take place behind the scenes. First, apologize and show empathy to the first complaint. Second, if the customer complains again, apologize again and offer to discuss the issue in private. Your goal isn’t to satisfy the unhappy customer; it’s to go on record so your whole audience can see you care.

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Whether you’re working with an outsourced strategic partner or whether you are operating with an in-house customer service solution, these posts are must-read content as you work on improving your customer experience on social media.

 

social media stats

5) Watch your characters

Certain social media platforms only allow for a certain number of characters, which could cut off your response and lead to misinterpretation. Make sure you include links for the full response or provide a contact email for customers to voice further concerns.

Is good customer service really valuable? A study from Harvard Business Review asked that question and their findings were fascinating. A response, even with an angry customer, can boost the amount the customer is willing to pay for services. So get your customer service plan in place and start responding today!

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Your Business Isn’t One Dimensional – Mystery Shopping Shouldn’t Be Either

 

multichannel-customer

 

Think about your current mystery shopping program; like many, it’s likely that it consists of onsite visits (for those with brick and mortar locations) and possible online or maybe some phone call evaluations. Most focus on in store evaluations, since that is the “meat and potatoes”, in person customer experience.

While this used to be standard, things are changing, much like your own business. Customers are doing business with you online, on the phone, and even on social media – aren’t those channels of interaction just as important?

If you’re not sure what’s out there in the way of mystery shopping programs, good news – we can give you a quick overview here so you can see what’s out there.

 

Phone shops: these are probably the most popular type of evaluation right behind onsite evaluations. Shoppers can evaluate the problem resolution process, get assistance with products and/or purchases, or other typical customer scenarios.

Step it up a notch by adding a recorded call component. Instead of a narrative, the shopper can record the conversation and upload the audio clip directly to the report. This has become quite popular and is a nice addition to a mystery shopping evaluation.

 

Quality Call Monitoring: this is a newer form of mystery shopping that many companies, especially in the B2B industry, have had great success with. One of the concerns with phone evaluations is the time spent with a mystery shopper may impede time with a “real” customer, while another may be that it is difficult to fully mimic actual scenarios, making the mystery shopping data not truly reflective of the actual experience.

QCM programs are the best of both worlds – a program that mirrors a traditional mystery shop can be developed in which recorded inbound and/or outbound calls are listened to by a third party and evaluated in the same manner as a traditional shop.

 

Online shops: problems with the purchasing journey, or the return process, can easily fall through the cracks in ecommerce. Mystery shopping can help pinpoint gaps in service and areas that need improvement.

Shoppers can be instructed to make a purchase online and evaluate all aspects of the experience – web usability, purchase process, problem resolution (phone, chat, or email, or a combination of these), tracking the delivery, and evaluating the return process.

 

Social media shops: social media is more than social – it’s the new form of customer service for many businesses, as customers have made it this way. Make sure your social service is as strong as your onsite service. Use mystery shops to evaluate response time, knowledge, and other key aspects on one or more social channels.

 

Mystery shopping is a key component in evaluating the customer experience. Traditional onsite evaluations are important, and should remain the focus, but taking a look at supplementing your program to capture data from all customer channels will give you the most information possible. Mix it up a bit and incorporate some new measurement tools to your program in 2017 – you’ll be happy you did!

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Enhance Your Mystery Shopping Program in 2016

 

With a new year fast approaching, taking a good look at your current mystery shopping program is important, especially if you’ve had the same program for some time. Here are some ideas for sprucing up your program in 2016:

 

    • Is it time to raise the bar? Hopefully you’ve been watching your company’s performance over time and seen some improvement. If so, that’s great! If you’re finding that your performance scores are consistently coming in exceptionally high, it might be time to raise the bar, especially if your program is in its second or third year. When programs start, especially when a formal mystery shopping program has not been in place before, the program touches on the most basic customer service expectations to ensure that service levels are consistent. Over time, changes take place based on the mystery shopping reports, and things improve. Now it may be time to take it to the next level – incorporate some of the “higher level” performance behaviors. For example, incorporate scenarios to ensure that staff are providing correct information to customers. Pinpointing common customer questions or concerns can give companies “scenarios” for mystery shoppers to use while conducting shops.

 

    • Don’t focus solely on brick and mortar: onsite shops are vital, but don’t forget about your website or even telephone interactions – those are equally important in the customer journey and should not be overlooked. If you’re not using mystery shopping for these touch points, 2016 is a good time to start.

 

    • Social media mystery shops: social media customer service has become commonplace; because of the speed with which social media travels, ensuring that staff respond in a timely and accurate manner is important. This is an emerging tool for companies, and utilizing mystery shopping to ensure service levels are strong can be useful.

 

    • Look to additional services to supplement your mystery shopping program: mystery shopping touches on the objective aspects of service. If you’re not using the more subjective tools, such as customer feedback or social media monitoring, you may be missing a piece of the puzzle. Another emerging tool is Quality Call Monitoring. This service allows for evaluation of actual customer service calls. The calls are evaluated using a report similar to a mystery shopping program and can be extremely useful in evaluating “real life” situations.

 

Customer service expectations have grown significantly in the last two years; ensuring that you have the tools in place to monitor, measure, and evaluate your company’s performance is vital. With a new year on its way, it’s a great time to re-evaluate and enhance your company’s customer experience measurement programs.

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