1. Create some guidelines
Establishing common guidelines is essential so that the manner and tone of each response provided to the user are uniform, respecting the brand values. It is therefore necessary to create a shared document in which the following are outlined:
the tone of voice to use;
response and action times for each channel;
a similar set of answers to use for frequently asked questions;
the right way to handle communications with hostile, pushy, and angry customers.
2. Use chatbots and train AI to respond
Chatbots can be implemented to provide a first useful mexico whatsapp shopping data response to the user . They are useful, for example, to inform customers about the hours in which the customer service will be active, or to send them a series of FAQs with some answers to the most common questions.
To ensure that the response isn't cold and detached, you can train the chatbot to have a more human conversation using the same tone of voice as the brand (but you'll need a specialized agency to do this !).
3. Anticipate questions
If some users always ask you the same questions, maybe there is something to improve in your business communication.
Are the FAQs added on your website not enough? Then you could plan a social strategy by creating content (such as videos, carousels on Instagram) and blog posts that answer your users' questions.
Do you want to create videos to answer some of your users' questions? Find out why you should include them in your strategy, read: Social Video: a "Must Have" for Social Media Marketing
Do you want a professional customer care service for your company?
As you can see, managing customer care is a delicate matter and requires dedicated resources , adequately trained to best respond to users and build their loyalty, also improving the brand reputation of your business.
If you don't have the right internal resources, you can also rely on external professionals to manage social media and customer care so that you can always offer your users effective, comprehensive and quick answers!
