Recently, Ashley Verrill of Software Advice wrote an article titled Social Support #Fail: How Experts Would Fix 8 Twitter Missteps. I’ve included a slideshare for your convenience.
Verrill pulled tweets to 130 socially active brands with negative sentiment that mentioned “customer service” in the post text. She then selected sample tweets and asked experts in social customer care how they would answer differently. After reviewing the article and the slides, I noticed one common theme in the company’s responses: complete lack of a personalized response. In some cases, the companies didn’t respond at all.
Total lack of response is equivalent, in my mind, to a customer coming into your retail location, asking you a direct question, and you ignoring them as you walk away, with no explanation given. I believe this causes the same feeling for customers in person or online. We would never do that in person (I hope. Otherwise we have bigger challenges to overcome.) and so should never do it online. The only exception would be ignoring blatant trolls after initial attempts to provide resolution have failed.
Responding with an irrelevant or unhelpful comment is almost as bad, if not worse, than no response at all. At least a customer can give you the benefit of the doubt and assume you missed the post or were so busy helping others that you couldn’t respond in time. When your response is to simply say “we received your feedback,” or to direct customers to another channel for service, you are essentially saying “our presence in this channel is strictly to drive you from the channel of your choice to the channel of OUR choice.” Customers came to you for support on Twitter or Facebook because that’s how they prefer to communicate right now. Your superior customer service could mean the difference between a customer being yours and a customer being theirs. Many times, it’s just as easy to provide good customer service as it is to try to avoid providing it, so if you’re going to answer on Facebook or Twitter or Instagram, providing the best possible customer service directly in that channel right from the beginning could really help you stand out among the competition.
“Regardless of whether companies want to acknowledge it, consumers are going to use social media to complain and provide feedback on their experiences. Yes, in previous years it’s true customers didn’t necessarily expect to get a response, but that is no longer the case. An increasing number of consumers today expect a response, often times within a few hours (or less). Just look at this tweet from Ann Gregory: ‘@AskTarget maybe try helping @stacyreno resolve her issue?’ I’ve seen these kind of interactions over and over again. When you consider the propensity of these messages to travel further, faster in the social space, it’s easy to see how ignoring social customer service requests can be detrimental to your online reputation.” – Ashley Verrill, customer service researcher at Software Advice.
The article shares 6 types of mistakes to avoid. Here are those mistakes and my thoughts on each:
- Don’t Leave Your Customers Hanging – This refers to not answering customers at all. As I wrote above, I couldn’t agree more. They asked a question or made a statement they expect you to respond to. Nobody likes to be ignored, and customers don’t want to pay you to be ignored.
- Don’t Tell Customers to Do Something When They’re Upset – Agreed. Providing customer support in social media began as a way to meet your customers where they are, which extends convenience to them and reduces their level of required effort. For example, if a customer says “You lost my luggage, help!” and your response is “email us at firstname.lastname@example.org to let us know,” you’ve missed something. They just did notify you. Why don’t you email your company for the customer? Otherwise, you’ve created an additional layer of unnecessary complexity in your own organization.
- Don’t Just Respond – Tell The Customer You’re Here to Help – This one is tricky. You must first actually be prepared to provide assistance in this channel before you tell the customer you want to help. For example, if someone requests an account credit, I would recommend that you say “I’m here to help” only if you really intend to help. That being said, I think that if you’re answering on a channel, you should empower your team to resolve issues, right then and there.
- Choose Your Words Carefully – Yes. Especially on Twitter. I recommend you carefully consider how to let the customer know you care, you can help, and plan to do something that will help. As a customer, I want to know that sending you a DM will actually result in problem resolution. I want your request for my DM to show me it’s worth my time and you are empowered to make things right.
- Don’t Forget to Close the Issue Publicly – This is so important. On a telephone or in an email, dyadic (one-to-one) conversations are clear, and we know when resolution occurs. One of the benefits of social media, though, is that when done correctly, a greater audience has visibility to the issue, the support and the resolution. This potentially saves another customer from having to contact you. You can solve an issue one time for multiple customers. Also, prospective customers can see that you follow through on your promise to deliver solutions.
- Ask the Customer for a Chance to Rectify the Experience – When your customer is upset, try asking “What can I do to make this right?” This does a couple things: it shows the customer you are interested in a collaborative solution, and it also takes the customer from a position of venting to a position of considering options. The customer then feels compelled to reciprocate your collaboration and tries to think of something to make him/her feel whole again.
Have a look at the article and the slides to gain insight on how experts say they would have responded. Experts responding include Kim Garst, Shep Hyken, and Dave Evans, all of whom I follow on Twitter. Happy reading!