What defines excellent customer service?
Posted: Mon Jan 06, 2025 8:42 am
Have you ever thought about the true value of your company's customer service? Today, many brands are determined to provide the best customer service experience for their customers on social media. But what defines excellent customer service ?
There are several factors, but there are undoubtedly 3 that should not be missing:
The speed of response time.
The quality of the solution provided.
The way the response was provided.
Presence on social networks, a way to achieve success .
4 elements to provide excellent customer service
80% of companies believe they have provided excellent customer service, but only 8% of consumers think these same companies have actually provided this kind of service to them, leaving a huge opportunity for brands to fine-tune their strategies and stand out with truly unique experiences. Transform the customer experience !
Shortening response times
Surely, if you follow any product page on Facebook, you have argentina phone number noticed that this social network is exposing brands that offer poor customer service by placing information about the average response time and its percentage at the top of their profile, so that their fans can see the true commitment of the brand with its followers.
So how quickly do your customers expect you to respond?
32% of customers expect their complaint to be responded to within 30 minutes, and 42% expect it within 60 minutes. Taking a longer period of time, or worse, ignoring complaints on social media can have a huge impact on a business’ reputation.
Have a working customer service system
Whether you have five employees or 500, having a system in place to handle social media complaints is key to successful community management. Have a comprehensive manual or document on hand that any staff member can refer to when dealing with upset customers on social media. This is key to creating great customer service through positive experiences for both managers and customers.
First, you'll need to collect all potential problems or questions that customers may ask you and have an electronic file of the answers that they can refer to at any time. This not only encourages consistency in responses, but also saves time for social media managers.
Secondly, you will need to define what is considered low, medium or high alert when it comes to complaints received on social media. Each needs to have its own procedure for how to handle the situation, in order to minimize the risk of the issue attracting further attention on the web.
There are several factors, but there are undoubtedly 3 that should not be missing:
The speed of response time.
The quality of the solution provided.
The way the response was provided.
Presence on social networks, a way to achieve success .
4 elements to provide excellent customer service
80% of companies believe they have provided excellent customer service, but only 8% of consumers think these same companies have actually provided this kind of service to them, leaving a huge opportunity for brands to fine-tune their strategies and stand out with truly unique experiences. Transform the customer experience !
Shortening response times
Surely, if you follow any product page on Facebook, you have argentina phone number noticed that this social network is exposing brands that offer poor customer service by placing information about the average response time and its percentage at the top of their profile, so that their fans can see the true commitment of the brand with its followers.
So how quickly do your customers expect you to respond?
32% of customers expect their complaint to be responded to within 30 minutes, and 42% expect it within 60 minutes. Taking a longer period of time, or worse, ignoring complaints on social media can have a huge impact on a business’ reputation.
Have a working customer service system
Whether you have five employees or 500, having a system in place to handle social media complaints is key to successful community management. Have a comprehensive manual or document on hand that any staff member can refer to when dealing with upset customers on social media. This is key to creating great customer service through positive experiences for both managers and customers.
First, you'll need to collect all potential problems or questions that customers may ask you and have an electronic file of the answers that they can refer to at any time. This not only encourages consistency in responses, but also saves time for social media managers.
Secondly, you will need to define what is considered low, medium or high alert when it comes to complaints received on social media. Each needs to have its own procedure for how to handle the situation, in order to minimize the risk of the issue attracting further attention on the web.