What are the Best Practices for Social Media Customer Support? Several metrics provide insight into how effectively your team is interacting with customers. ASA is a useful metric to calculate the time it takes your team to respond to customer inquiries, as it indicates general customer satisfaction levels. Average response time is calculated by dividing the number of customer responses by the total amount of time taken to respond. Juphy provides this data in reports, and a high ASA indicates that more resources are needed to support your customers. slbux
Be courteous and polite when interacting with customers on social media. Avoid being overly friendly, and always remember that customers are using social media to voice their complaints. Even if you’re unable to solve their issue immediately, you can still provide a smiley face to lighten the mood. Keep in mind that customers who complain on social media are doing so for a reason, and mywikinews asking them to contact you via another channel may seem like a lack of respect.
Clearly define your policies for responding to customer queries. A social media policy should state what content types are appropriate for each channel. Using Instagram is the best choice for displaying case studies, while LinkedIn is better suited for engaging potential leads. As social media sites grow, it will become more difficult to filter out irrelevant or inappropriate queries. Make sure your social media policy covers all of these aspects. Your social media strategy should be based on these principles.