In the world of customer service, angry customers are inevitable. As companies develop social media customer service plans the need for making sure their employees know how to de-escalate angry customers over social is vital. Communicating through written words is a whole different ball game from speaking to someone over the phone. The anonymity that comes with communication over the internet can also cause some to take their frustrations out on the person behind the screen. You can help your customer service team navigate these sticky situations with angry customers by providing them with specific techniques. Read on for our guide to de-escalating angry customers over social.
Talk to the customer, and you’ll find that customer service chatbots are very hit or miss. This is due to the fact that even though over half of consumers want to use them, many chatbots are still missing the mark. We want the ease of automation. But we don’t want automation if it means a lack of information. So, what’s the best way to design and deploy your customer service chatbot? Keeping reading!
More and more people are turning to social media to address customer service needs, but not everyone knows how to be a good customer on social. As someone with experience in social media customer service, I’ve serviced a variety of different concerns and people. While some are grateful for quick responses, the truth is the blanket of anonymity that social lends to users can lead customers to go no holds barred when interacting with customer service representatives online. While they can cause big headaches, customers who use social media as an outlet to lash out on a brand don’t always get what they want. Here’s why learning how to be a good customer on social can lead to a positive customer service experience.
While price will likely be a decision-making factor for consumers, customer care is quickly climbing the ranks. Providing customer service alone isn’t enough. For one, customer service is reactive and the connected consumer expects a rewarding experience at every turn. Secondly, customer care efforts must be proactive to create a loyal customer base. Here’s how to make customer support a top priority and futureproof your brand or business.
When we talk to companies about their social strategies, most are focused on sales. While this isn’t a bad strategy, focusing solely on sales through social media is lacking a modern and mature approach. Here’s where to set your sights instead.