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.
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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.