Always try to live up to expectations.
When customers contact a brand's technical email database indonesia support via social media, they expect a prompt response, participation in the conversation, and solution to their problem. It is important to consider that all components are interconnected and important. It is important to remember that it is not enough to simply answer a customer's question on social media, it must be done promptly and humanely. If the answer is delayed or sounds general, consumers may experience negative emotions. On the other hand, even good communication will be meaningless if the customer's problem is not solved as expected.
There is a formula that allows you to determine how much consumers depend on the quality of service. If a company does not make sufficient efforts to provide high-quality service, then this will inevitably lead to a decrease in customer loyalty.
If the consumer's problem is typical, it can be solved with the help of a chatbot or a call center. However, if it is non-standard, it is important to pay due attention to it and provide the best solution. Transferring the problem to the open space should be the last resort, so it is necessary to carefully study the situation and give the client a clear answer, maintaining the tone of brand communication.
Communication with clients on social networks
Remember that your communication with the consumer is public.
The digital Customer Care sphere has its own peculiarities, related to the fact that everything that happens remains on the Internet for a long time. Therefore, a company's response to customer complaints and problems affects not only the specific user, but also other customers who see such content. This can both help the company in attracting new customers and cause serious damage to its reputation if the response is inappropriate or inadequate.
One example of how a customer can impact a company’s reputation on social media is Hasan Syed’s experience with British Airways. The company failed to respond to his complaint within eight hours, leading him to pay for advertising to post negatively about the company’s service. This resulted in a major reputational problem for the airline that had to be addressed on a global level.
Here's another example of an ineffective digital customer care department: American Airlines used an automated "Thank you for your support" response to a negative tweet from a customer. This caused a huge backlash, as it was clear that the airline was not paying enough attention to emerging customer issues, and the response team was not prepared to delve into them and provide proper assistance.
Avoid insults and personal attacks when communicating with consumers. If you have made a mistake, apologize and offer solutions. If you are confident in your own rightness, convey your position in detail and calmly, providing the client with the necessary explanations. It is important to remember that you are an expert in your field, and the consumer has turned to you for help and advice.
Usually, a well-reasoned and detailed answer reassures the client and shows him that it is not too late to resolve the issue.
It is worth remembering that there are people sitting behind the computer screen, and communication with consumers should be carried out taking into account their personal characteristics and interests. Sometimes humor, carelessness in the text and grammatical errors may be appropriate if it suits the situation and facilitates communication.
In order to provide a quick and accurate answer to customer questions, experts develop a document with the most frequent Q&A on the product in advance. This helps not only save time on searching for information, but also ensures the reliability and quality of communication.