Crystal Media

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Use Facebook’s Automated Responses to Up Your Customer Service

I don’t know about you, but I have extremely HIGH customer service expectations.  Maybe it’s because I’ve worked in a variety of customer service jobs or maybe I just expect the best. 🤷🏻‍♀️ The team can vouch to this any time I’m describing a business I visited. I will start by either saying what great service they had or how I feel the service was lacking. My minimum expectation with any business is that I’m cheerfully greeted, engaged in conversation and all my questions are answered. The list can grow from there depending on whether I’m a regular, or the level of service the business claims to have.

I get it. There are times when it’s hard to offer great service to every customer that is walking in, calling you, or contacting you. But I have a tip that can make it much easier:  Use the Facebook Automated Responses to answer FAQs so your customers aren’t waiting hours for a response when you’re slammed. That’s it. Set it and forget it. Another great thing about Automated Responses is that you’re able to manage customer expectations by giving them a realistic time frame for how long it will take to receive a response.

Here is some of the info I would include and, of course, this will vary by business. 

  • Holiday hours
  • Any specials, promotions or events that are happening or coming up
  • Your return policy 
  • A link to your website if you sell online
  • How long it will take for you to respond

Take the time now to update this by going to your Facebook page —> Inbox —> Automated Responses —> Instant Reply. You may just save yourself having to deal with a lot of customer frustration later.

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The Customer Service Channel You Should Not Forget About: The Modern Marketing Show, Episode 75

With two weeks to go before Christmas, the pressure is on for customers to find the perfect gift. This can lead to questions that they’re going to want to be answered fast. More and more consumers are turning to social media channels with their customer service questions, and you don’t want to leave them with a bad experience because you missed their inquiry by not checking your inboxes.

Watch the full episode:

Consumers may be more likely to message you on social if they’re already on your profile than to shoot you an email or to call the store. Make sure you have someone on your team monitoring your social channels for all customer service related questions. They should be looking at your Facebook inbox, Instagram direct messages, the comments section of all posts, and the other platforms you use to interact with your customers. Ideally, this can be done from a store tablet, computer or mobile device. 

If you can’t always be around a tablet or computer to answer questions as they come in don’t worry! You can learn more about turning on your Facebook Response Assitant in episode 68 of The Modern Marketing Show. This is your customer service secret weapon to providing exceptional customer service even when you’re not around.

Remember, having exceptional customer service matters. Today’s consumer is able to interact with their favorite businesses in many different ways across all sorts of mediums. They also expect each interaction to be a positive one, so don’t let a poor experience drive your customers business elsewhere especially during the holidays.

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.

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The Customer Service Secret Tool Right on Your Facebook Business Page: The Modern Marketing Show, Episode 68

Did you know that Retail places 2nd in the top five industries to use Facebook Messenger to connect with people in 2017? Messaging gives people a direct line to your business, and with that comes a certain set of expectations – one of the most important being that they get a quick response back. But, with all the daily tasks that go into running a successful business, we can’t always be sitting in front of our computer screens ready to respond to an incoming message, which is why you need to have your Response Assistant turned on – think of it as your customer service secret weapon. 

Watch the full episode:

Instant replies can let customers know that you will answer as soon as possible. They can also give more contact information, like the store phone number, in case the customer needs to reach you sooner. This ensures you’re providing a positive customer service experience for customers reaching out to you over Facebook. 

Not quite sure how to find and turn on you Response Assistant? Follow the steps below:

  • Go to your Facebook Page settings
  • Go to Messaging
  • Scroll down to Response Assistant
  • Turn it on
  • Customize message

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.

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How to Overcome Negative Comments Online: The Modern Marketing Show, Episode 64

It’s tough putting yourself out there across your social channels as an online marketer. There’s nothing worse than when your comments get flooded with negativity from people that have never met you before. Or, maybe you’re one of those people who shies away from sharing about themselves on social for fear of receiving negative feedback (which is a really big missed opportunity!). That’s why we want to share with you one Do and one Don’t to handling negative comments online. 

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DO Respond

Whether positive or negative, always respond to comments made on your social. It’s a great way to show off your customer service skills. If a comment has got you heated, a good rule of thumb is to wait at least an hour before responding. This can allow for more clarity and professionalism rather than anger, denial or defensiveness overtaking the tone of your message.

DON’T Take Them Personally

I know, I know. This is really hard to do. Your business is your proverbial baby and every remark feels like a slight on how you’ve grown and nurtured it. But there could be many reasons why someone leaves a negative comment or review. Take it as your chance to respond constructively. If a negative attack on you, your appearance or a staff member comes your way, kindly respond that you don’t tolerate any form of bullying or negative speech on your pages.

You have the power to change the tone of your customer interaction. And, don’t let fear get in the way of sharing the story of your business on social.

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.