What Should I Do if I Miss a Tweet?

Missed a tweet? Late is better than never. www.sociallysupportive.com

Missed a tweet? Late is better than never.
www.sociallysupportive.com

You’re a community manager. Or a small business owner. Or a social media director writing process for a large team. You’ve set out a target to respond to your customers on social media within a set amount of time. Maybe it’s 30 minutes. Or, if you’re really on your game, maybe it’s even sooner. However, as you go back and check, there are some posts from several hours ago that somehow got missed. Or worse… what if the posts are from yesterday… or a few days ago!

I’ve got you covered, so you can breathe easy. Whenever you realize that you’ve missed the tweet, or the post or whatever, respond right then. Here are some things social science teaches us. (I’ll skip the nerdy parts that I love and just give you the answers, because not everyone here wants to know all about social science. You just want the answer, right!)

Why You Should Respond to Every Tweet/Post, Even If You’re Really Late.

  • Social Should Be Real. First, know that social media got it’s start as a platform where people are real. Pictures are more popular when they’re not perfect. Live streaming video is more interesting when real people are on the subway or at home with their dog and no makeup on and just act like themselves. Horns honk outside. People get interrupted by airport announcements. This is what is attractive to the folks who use social media. The “real” of the digital space. Go ahead and admit your mistake, if you made one (like being late responding.)
  • Liking is Important. Second, people vote for people they like. And people like people they know and feel they can trust. Admitting mistakes rather than covering them up, when accompanied by an apology, causes people to feel that they can trust you. And when you show your flaws a bit, you are being honest, so people feel they know you a bit better.
  • Give a Reason. Third, when you accompany an answer with a reason, people are more apt to relax and forgive you. Why? Because when someone feels slighted, it’s a natural reaction to feel that you are doing something to them directly. Ever have someone bump into you in a crowded party and spill your drink? Is your first flash of a thought “hey, why are you bumping me!” When the man who bumped you replies “I’m sorry, I didn’t see you standing there,” this changes your focus and helps to reframe the event from his perspective, where you see that it was an accident and not an undue attack. Tell them the post slipped through the cracks, or that a large volume of posts caused you to miss one.

Research in the customer service space indicates that when customers have a service issue that the company then corrects, customer loyalty increases even higher than before the issue occurred. One reason for this is because the customer has had an opportunity to experience how the company responds, and if they do so with empathy and a satisfactory resolution, customers now feel they know the brand and can trust the brand to do the right thing. Prior to the episode, they did not know the brand on that level. But once you’ve been through something together, you are bonded.

Now, it is possible that if you miss a tweet from a customer from last month and you go back to reply, you’re going to get a less-than-glowing response. And, that’s to be expected. But there is an opportunity for you to take that customer from having very negative feelings about your brand, to becoming indifferent about your brand. And it’s easier to move someone from indifferent to fan than it is to get them from very negative to fan. Also, it’s unreasonable to think you can go back to catch every tweet or post you’ve ever missed. And that’s ok, don’t worry about those. But when you have the capacity, and you’re unsure whether you should reach out or not… Reach out. Answering late is far better than not answering at all.

Does Responding on Twitter Really Make a Difference?

Yes. (I know, you’re thinking “wow, she just came right out and said that with no hesitation.) I’ll say it again. Yes. And here’s why.

My family and I recently returned from a Disney cruise. The children had a wonderful time. They giggled, squealed, and chased beloved characters all around the ship. They dressed up in beautiful costumes and were treated like royalty. We all enjoyed excellent service from the staff aboard ship. They referred to the girls as “princess,” asked about our days, and even sang Happy Birthday to the girls (they’re twins, you see.) It was lovely.

But something happened prior to the cruise that… well, it clearly doesn’t negate the efforts of so many people working so hard on the ship. Our stateroom was impeccably clean, our servers were excellent, and the ship was so well designed. However one event kept entering my mind. What was it?

They never replied to my tweet. Yep. I had reached out the day before the cruise

Does Responding on Twitter Really Make a Difference? Yes. www.sociallysupportive.com

Does Responding on Twitter Really Make a Difference? Yes.
www.sociallysupportive.com

asking for assistance because in all the mad rushing to get loose ends tied up before the cruise, I remembered that I hadn’t ever called to schedule the girls’ birthday decorations for the stateroom. Because, you see, with twins it’s a bit different sometimes. Reading the fine print on a decoration package can save hours of tears because there was only one toy included with the decorations. eek. Don’t need that when we’re all in the close quarters of a stateroom.

So I called them, and I explained my situation. The care agent on the phone told me that there was nothing she could do for two reasons: one, I hadn’t called within the required 3 days, and there would be no exceptions for any reasons; and two, they had no provisions for twins and I would not be able to purchase a separate, second toy. And no, there was nobody else to speak with that would tell me anything different. Well, I do understand that I was outside of that 3 days, and I can imagine they might really need 3 days to plan hanging up decorations in a stateroom. But, being a parent, I decided to swallow my pride, admit my mistake publicly, and see if perhaps I could get a reprieve from the online world in order for my girls to have those little decorations in the room.

I tweeted out to @DisneyCruise confessing my error and asking if anything could be done. No reply. Ever. I had wondered, being that this was our first Disney cruise, whether that was a sign of things to come. But it wasn’t. Everyone worked really hard to ensure that we had a fantastic cruise. We bought the children these bubble making toys that play music (parents could do without the music, btw if Disney is reading) and a wonderful woman named Keisha from Jamaica was working in the shop. Seeing the sadness in the girls’ eyes when we found only one bubble want after looking all over the ship for these things, Keisha called to her leader and had another shop opened to bring more stock to her store. Wow. I mean everyone went all out.

Are you wondering what the point is? Here’s the point. You can do an amazing job with an amazing crew and hit the mark on every point. But if you’re not answering on Twitter, you might turn your customer’s experience from “unrivaled, unprecedented, hands-down NPS of 10,” into “It was great. But it was weird that they didn’t respond to my tweet….” and then a whole long story about  how @DisneyCruise misssed your tweet.

I struggled with whether to write this post because it seems a shame to call attention to one missed opportunity when so many people worked so hard to deliver a truly fantastic experience. And I will post about how going the extra mile can really leave a lasting impression on your customers to highlight all that great service. But the lesson here was important enough to share and can help us all out as business. And I’m sure this resonates with many of you, because it happens to us all the time. Something is almost stellar, but this one thing is distracting and overshadows the rest. And that’s what this lack of response on Twitter was: a distraction from an otherwise stellar performance by so many hard-working people behind the Disney Cruise brand.

How Can Online Customer Care Feel Personal?

How Can Online Customer Care Feel Personal? www.sociallysupportive.com

How Can Online Customer Care Feel Personal?
www.sociallysupportive.com

We know from recent customer surveys that a resounding theme exists in responses from consumers who want to do business with companies that care about them. “Don’t treat me like just a number,” they write. Or, “I want to feel like somebody at that company cares about me.”

We also hear that digital interactions such as chat, social media and texting are cheaper and that customers actually want to engage with brands through these avenues. But, how do you deliver an interaction that feels personal without delivering a warm and empathetic human voice on the other end?

Good question. We know that eye contact, warm smiles and an open-armed stance show people in person that we are open to what they have to say and willing to work with them. In a call center environment the visual clues are missing from the conversation, so we teach agents how to enhance verbal connection by ensuring they wait to speak until the customer has finished, being very polite and repeating what they understood the customer’s need to be. We also encourage them to smile while talking, because believe it or not, customers can “hear” a smile (it’s really true, if you didn’t know. Technically, the tone of your voice can change a bit, you can form your words differently because of the shape of your mouth, etc.).

So…then what happens online? What should we be teaching our chat agents and our social agents to ensure that these online interactions feel personal? You can’t see or hear the consumer, there are just these words on the page with few context clues to draw from.

Here are some high-level concepts to share with your reps to ensure they are providing online service that will feel warm, memorable and inviting.

5 Steps to Personal Online Customer Support

  • Research: Before an agent ever interacts with a customer online, I recommend that you provide them with data around who your customer is, generally speaking. Usually upon hire, an orientation is given that explains the services your company offers and to whom those services are provided. For example, let’s say you are a computer parts retailer. You provide online chat for your customers in case they have questions about computer parts. your internal market research indicates that your customers are primarily from the U.S. and 60% male between the ages of 21 and 50. Because you are a retailer and not a wholesaler, you know that most of your customers are end user hobbyists and not businesses using your parts to resell to others. Providing this information to your agents before they ever engage with a customer is a great idea, because it helps them understand who they are talking to. They can guess that these customers would be interested in the much talked about latest software release, new advances in processing speed, etc. If your social media team were being trained rather than your chat team, perhaps you can research your Facebook insights in Business Manager to understand additional information about the customer.
  • Prepare: Once the agent is out of training and on the floor, it’s a good idea to be ready when that interaction comes. Online transactions have a bit of an advantage over phone calls in that some sort of data is usually passed to the agent before the customer is “live” with them. Perhaps your phone reps get a customer account delivered to their computer screen with the initial call, but you’re live at that point with the customer and quickly scanning to see what’s happening. In the online chat space, typically the customer has stated their inquiry in a pre-chat survey and is in queue waiting on an agent. Train your reps to take the time to fully read and understand the customer’s inquiry before they engage the customer. For social media, because initial response time expectations are a bit longer than on chat, you can take this a step further and see how far you can get resolving a customer’s issue before you ever reach out to them. Yes, your initial response time is possibly longer; however when you reach out to the customer, it feels as if the agent is engaged, prepared, and knowledgeable about the customer’s inquiry.
  • Listen: Ok, in the digital space it’s probably more accurate to use the word “read.” Have the agent read all of the words the customer has written to ensure that no assumptions are made. This is an easy place for online interactions to go from being helpful and satisfying customer issues, to being a huge waste of time for the customer. Thoroughly reading and understanding what the customer’s issue is avoids the agent taking time to solve for what they thought the customer needed help with, rather than what the customer actually wanted assistance with.
  • Ask: A colleague of mine once shared that he would ask three questions of a person before providing a single answer. This was to ensure that he fully understood the question before providing an answer. Brilliant, right? Let the agents know that it is a good idea to ask as many questions as necessary to ensure the answer they’re about to provide is truly the answer the customer requires. This pairs directly with “Listen” above. Skipping this step, in my experience, is the primary cause for customers feeling that only very simple transactions can be conducted online, and that for “tough questions” they need to call in. When executed properly, this step ensures that very complex troubleshooting can be conducted in online channels.
  • Share: Let’s not forget this one. The agent should share with the customer what should be done and why before getting started. Now, by “why,” I don’t mean that we should burden the customer with all the technical specifications that allow that agent to do the task. That’s wasted handle time and, quite frankly, the customer is not going to perform the transaction so we can skip all that and save everyone time. What is helpful is that after all the listening and asking of questions, we share the diagnosis with the customer. This is important because it’s possible that the agent has made an incorrect diagnosis. Sharing the high-level plan with the customer and asking if they are ready to correct the problem can prompt the customer to share additional details they hadn’t known were relevant before. This extra information could completely change the diagnosis, and might send the fix into a different direction. This step of sharing can again save precious time for the agent and the customer.

There you have it. Five Steps to Personal Online Support. What.. what’s that? Oh, right. Those steps above seem to be outlining how to have efficient and effective troubleshooting with a customer online. So, how is that personal, is that your question? Let me explain.

The reason customers report feeling disconnected during online interactions is because the agent isn’t listening to them, doesn’t share information, or doesn’t explain what they’re doing. Chat and social media interactions seem challenging to customers because there isn’t an ability to say enough words to get the agent to understand what the real issue is. The agent is trying to finish the transaction expediently since it’s an online channel, and this can cause a rush to figure out the customer issue. This rushing causes incorrect diagnosis, which, then, leads the agent to perhaps solve the wrong problem or be ineffective at solving the right problem. The customer feels like the agent doesn’t care because the agent isn’t sharing any information and doesn’t understand what they’re trying to convey. (phew, did you get all that?) Time and time again, reviewing thousands of online interactions over the years, this is what we see.

What does  feel like caring, personal interaction to people is, of course, saying hi, how are you, how is your day going, etc. And agents are already doing this. But what really, truly feels like caring is when people listen and people help. We’ll of course assume that your agents want to help and wish they had time to listen. By providing them with these steps above and the assurance that it’s ok to take their time to ask some questions, I believe your agents will thrive and your NPS scores will improve.

Have a look at your chat or text transcripts, or review your social media interactions. If you find this to be relevant to your situation, but are concerned about an increase in handle time,  I recommend you try a pilot with just a few agents. The handle time impacts will then be contained, and you can compare the results of the pilot group against those in regular population. Happy trials!

How Will Instagram’s Contact Button Impact Brands?

Contact Buttons on Instagram via Benefit Cosmetics. www.sociallysupportive.com

Contact Buttons on Instagram via Benefit Cosmetics. www.sociallysupportive.com

Who’s been watching the new Instagram “Contact” Button? I have! Brands certainly don’t appear to have run straight toward these little gems just yet, and that’s why it’s a perfect time to talk about what they are, what they do, and whether you need one.

Let’s back up to discuss Instagram. Instagram is primarily a visual social media platform. when you open Instagram you will find a few words on memes or as text over pictures; however it is largely just images and videos. Images are a great way to stimulate the senses and evoke an emotional reaction to your brand. Photos of nature can take people away from their urban grind and instantly bring them to a place of calm and beauty, while a photo taken of the winning team at the moment of victory can arouse tremendous joy (or great pain, if that wasn’t your team who won!) And a picture of a huge plate of nachos from your favorite restaurant can get your stomach growling in no time flat. We’re talking about desire here. What we’re doing is invoking desires.

Invoking desire and associating it to your brand is a powerful thing. Marketers know this, and that’s why brands are all over Instagram, getting into the visual “conversation.” It’s a powerful thing to create positive emotions and associate them directly to your brand. And, as great salespeople know, once you have customers all wrapped up in those positive emotions around your brand, you’d like them to take action… right now, please! Hence why the Contact button on Instagram can be so powerful. What if you see a picture of the brand new Nikes and you’re a huge fan and you have your wallet out right now! Wouldn’t it be neat if you could just push a button right from Instagram? Yes, yes it would. Or, what if you need tickets to the concert immediately, but you aren’t quite sure about the seat map? What if you could just push a button directly from that Instagram app and get the answers you need so that you could spend your money a little faster? Yes, now you’re getting the picture.

How does the contact button work? Brands activate the button and can choose to allow customers to call, email or text the brand. If you choose to have customers call you, then your impact would be some percentage increase in overall call center volumes to either your sales or customer care departments. I’d recommend a fresh toll-free number to ensure you’re tracking this all the way from the Instagram app to completed calls. For big brands, emails can be sent to your current group handing email interactions, however I would inquire with your chat and social care platform vendors whether these can be routed into your social care or chat tool. Also, when considering whether email is the right option, remember that you have excited customers who want to take an action right now, and email is a disconnected and sometimes slower vehicle.  Think about that customer who is all charged up, then sends an email, and slowly… slowly… loses that fire you created in him and returns to the regular grind. When you return the mail, he may not remember how excited he was an hour ago. If you’re already offering support via text, you might want to route through your current tool. Right now text service is being offered via both popular social care and chat tools, so you likely have your pick here.

Another nice thing about the Instagram Contact button is that it is a way to engage privately with customers on a social platform. Many large companies are still concerned about having specific customer care conversations out in public. These Contact buttons let you broadcast your message widely in a very emotional way, and then privately answer customer inquiries on an individual basis. That’s reminiscent of consumers watching a TV commercial and then picking up the phone to ask you questions about your product, which has historically been a very comfortable interaction for big brands.

So, what do you think? Should your brand use an Instagram Contact button?

Why Provide Social Customer Care?

Why Offer Social Customer Care? www.sociallysupportive.com

Why Provide Social Customer Care? www.sociallysupportive.com

Businesses today more than ever are all about running as lean as possible. The digital space makes it easy for competition to pop up everywhere, and may times that means a race to be the lowest-priced option if all else is equal. So, it makes sense that leaders want to be sure something is necessary before spending limited budgets to begin a new project.

Social media customer care is no exception. Sure, you hear that competition is providing it, but where would you even start? That sounds expensive, and, well… it sounds hard. What are people even getting out of that? And why would you want to spend money to air your dirty laundry?

These are very valid questions, and the savvy executive will do good to ask themselves these questions. They deserved to be answered. So, here are a few answers to them.

Three Reasons (and a bonus) to provide social customer support

  • Customers Expect It. Even if you do not personally have a Twitter or Facebook account, that’s ok. Go to these sites and search for your biggest competitor. Is he there? If he is, then he has access to millions of eyeballs at a time when you do not. True, you might be advertising in another way or at another time. But think of it this way. If there was a cocktail party where plenty of customers with money were casually mingling, and businesses like yours could go and chat it up with those paying customers, you’d want to go, right? Now imagine that your biggest competitors are all there too. Did you just get that feeling in the pit of your stomach that you are missing a huge opportunity? Well, that’s healthy, because you are. What if none of your competitors are there? Well, if you show up, and they do not… who has the advantage now?
  • Lifestyles Demand It. I recently heard Richelle Carrol, Director of Social Servicing for USAA, discuss social media customer care on a podcast (Focus on Customer Service, hosted by Dan Gingiss and Dan Moriarty. Great show, highly recommend it.). If you’re not familiar with USAA, they are a financial services company specifically for military members and their families. USAA also happens to be known for brilliant customer service with sky-high NPS scores, right up there with the likes of Apple and Chick-fil-A. Anyway, Richelle recalled one interaction where a deployed soldier was chatting in with USAA to complete a transaction while being fired upon. Fired upon! She pointed out that might have been the only five minutes he had that day to take care of his life event. Now, not all transactions are that serious, for sure. But gone are the days when most wives were at home all day and could call the electric company between the hours of 8am and 5pm. Today, people are on the train, commuting to work. They’re waiting at the airport to catch the next flight. These times are not always convenient for speaking on the telephone; however they are perfect times to type your message from your smart phone to your service or goods provider.
  • Brand Differentiator. Speaking of that train ride, or waiting in the terminal. If I’m your customer, and I attempt to solve my issue while I’m waiting on my flight, then realize you’re not there, how am I probably feeling? Frustrated. Why can’t I chat or tweet or get you on messenger to solve my problem? Then, perhaps I’m curious. Is there another brand I could be working with that might offer this feature? Because I’m here to tell you that in my mind, as a consumer, that’s how I see social customer care… as an added feature. It also shows me that you care about me as a customer. About my time. And it says that you’re listening. Talk about differentiating yourself from the pack.
  • Bonus… It can be cheaper. Woah, wait… what’d she say? Yep. Said it. Say it again. It can be cheaper. Social media customer support has only really been a thing for less than a decade. The tools we have been using in the past to offer support have been borrowed from the marketing team, and really not set up to give us call center-type metrics. But in recent years, tools like Conversocial, Sprinkl’r, Engagor and Spark Central have come a long way in providing really detailed metrics. Some large companies are reporting average costs of $3 – $4 per social media interaction. And that’s for fairly complicated transactions. So, not sure how much your phone calls are costing you, but if it’s more than that, this might be cheaper. Plus, when you take the public nature of these transactions into account, you might save yourself interactions (What? What’s she talking about?) It works like this. Say you’ve released a new widget, and it has this new cool feature that everyone was so excited about so they ran out and bought the widget. Awesome. But, turns out the “on” switch for this feature isn’t quite as intuitive as the product team thought. Here come the tweets with questions. If you answer Sally’s question, and Bob’s, and Nancy’s, publicly on Twitter, other people can see both the question and the answer. Some people will just go to Twitter and search in the search bar to find the answer. And those people will see your answer to Sally, and Bob, and Nancy, and then they don’t have to tweet to you. So, you just saved yourself some interactions.

These are only three reasons and a possible bonus for providing social support. There are many, many others. Hopefully this gets you started as you think about getting into social customer care. Can you think of additional benefits specific to your company?

Don’t Battle Your Customers – Work With Them

Don't Battle Your Customers - Work With Them. image by Ryan McGuire. www.sociallysupportive.com

Don’t Battle Your Customers – Work With Them. image by Ryan McGuire. www.sociallysupportive.com

Companies have a vested interest in ensuring customers have the best possible experience with their product and their brand. For this reason, good sales personnel work very hard to match the customer with the product that best suits their needs based on the information a customer provides. When a customer shares a piece of their story and asks for a particular product, it may appear the requested product will not be the best match for the customer. You might look at their order history, in an attempt to provide the best service possible, and suggest that the widget being requested might not be the best fit. Let’s face it, if the customer purchases the wrong item and has a poor experience, the customer associates that experience with the company.

When the customer takes your advice, things go smoothly. But, what should you do if you are faced with a customer that does not accept your advice and insists on leaving the conversation with the merchandise or service they have in mind? For a good salesperson, this can cause inner conflict. On the one hand, you want your customer happy. On the other hand, you know based on evidence in front of you that the item requested won’t provide the best experience. What should you do? Is the customer truly always right?

Let me share a scenario with you.

A customer walks into an upscale shoe store and peruses the latest styles on display. The salesman, who is seasoned and has an eye for detail, can see that she probably wears a size 8 shoe. The woman glances his way and he comes over with a smile, thinking this will be a quick sale before his lunch break. They chat briefly about the weather and this morning’s traffic. The woman, clearly charmed with the small talk and the salesperson’s demeanor, points at a certain shoe and asks whether the man has that shoe in a size 6. The salesman thinks “oh no, she’s one of those…she thinks her feet are smaller than they are and this will take forever stuffing her foot into the shoe. She’ll be embarrassed and won’t buy anything, and I’ll be late to lunch.”

Now this isn’t the salesman’s first customer by far. He knows a thing or two. So he smiles and says “hang on, I’ll be back in a sec,” and heads for the stock room. A moment later he returns, shoe box in hand. The woman’s brow furrows as she sees the size 8 on the box. “I think you’ve picked up the wrong box,” she says. “Oh no, trust me, this is the size you want.” He begins to open the box, sure that she’ll be more pleased with the fit. But the woman is clearly becoming frustrated and he thinks “oh no, here it comes.” The woman says “Sir, I’m sorry, but I asked for an 8 and that’s what I want.” The salesman’s smile disappears and he says with all the patience he can muster, “ma’am, I’m sure that you think you want a 6, but I can see from the size of your foot that you will need an 8. I fit ladies in shoes all day and I’m certain that I know what you need.” The woman, now upset with being patronized by the sales clerk, responds by saying “I’m glad that you can tell the size of my foot. But I asked for a 6. The shoes are not for me, but for my daughter. Since you are so smart, I’m sure you can tell by my feet that I’ll also be leaving the store now.”

Sometimes, for whatever reason, customers choose not to freely share all the pertinent details that would allow us to see the entire picture. I recommend you start by asking questions to get a better picture. If the customer is reluctant or uncomfortable providing that surrounding data, it might be best not to pry, but to give your product recommendations based on the evidence you have at hand. Then, perhaps point out once, twice at most, the items that could make the product requested by the customer a less appealing choice than what you are suggesting. If the customer is still determined, and the requested product will not cause imminent danger or physical harm, I recommend allowing the customer the freedom to make their own choice. Customers want to feel like you hear them, and that you understand them, and they don’t want to feel like it is challenging to do business with you.

So, the next time you find yourself in this situation, feel free to give my recommendation a try. And rest easy knowing that you did your best to provide all the contextual information for the customer to make his or her own informed choice about your product set.

 

 

Clean Up For Your Social Customers

Clean Up Your Mess image by pixabay.com www.sociallysupportive.com

Clean Up Your Mess
image by pixabay.com
www.sociallysupportive.com

 

Sometimes to make things right, you have to open things up and make a mess. Fixing can be terribly messy. Recently, my husband and I hired a handyman to do some home improvement work for us to get our house ready for sale very quickly.  My husband, who typically handles those items, remarked that though the man did acceptable work, he failed to clean up after himself. I looked around and realized he was right. There was still a film on the floors where the tile had been replaced, and where walls were sanded the dust had not been removed. It looked… well, it looked sloppy.

I thought about how, as a consumer, we really expect things to be put back in the condition they were before we contracted a service to be completed. Think about getting our cars serviced. How would we feel if our mechanic returned our vehicle to us with oil on the hood? Or what if when we went to a restaurant, the dirty dishes from prior patrons were left on the table? When we purchase a good or service, we expect full service.

For online services, think about reducing customer effort. The following three steps can help ensure we have “cleaned up our mess” sufficiently after our initial customer interaction on social media or in person:

  • Follow up with customers after an initial service request to make sure they did get the result they were expecting
  • Ensure the service was completed to customer satisfaction
  • Ask if customers have any questions or additional needs

So, get out there and clean up your mess. Just as with the handyman, the quality of your work will shine through if you tidy up after yourself when the work is complete.

Do I Have to Answer Every Question on Social Media?

Do I have to answer every question on social media? image by geralt. www.sociallysupportive.com

Do I have to answer every question on social media? image by geralt. www.sociallysupportive.com

For brands, having a presence on social media has become expected and necessary to thrive. Setting up that Twitter handle or Facebook page is relatively easy, and then you put out some content and do some paid media and try hard to stay relevant for your customers, which gets harder, and then there’s this content calendar and yayy, … now people are responding to you! Wait.. uh oh.. they’re asking questions.  Am I supposed to answer all these?

Yes, this feeling can be overwhelming. And to be honest, the answer really is different for every brand and every budget. But let me share a scenario with you.

Close your eyes. Imagine a retail store. It’s bright, shiny and clean. Employees are smiling and all dressed in crisp polo shirts with the company’s logo and they look all well-polished. A customer walks up to the counter and says to the man behind the counter “Hey, I’ve got a question about this here. Can you help me?” The employee, still smiling, sporting logo, stares silently, blinking at the customer. (ummm, awkward.) So, the customer tries again, “Sorry, maybe you didn’t hear me. Can you help me?” More blinking. Another customer walks up next to the first customer and says “I need to pay my bill.” The employee behind the counter turns to the second customer and says, “Certainly, I’m happy to help you with that, follow me.”

What just happened? Well, if you’re the first customer, what just happened was you lost all faith in that expensive, shiny store front and that logo that was attached to the chest of the employee who completely ignored you, that’s what just happened. If you’re the second customer, what just happened is an increased uncertainty about whether you will or will not be able to have your needs met at the store, because though you were helped, clearly the first customer was not. And, if you’re the employee, you probably felt slightly embarrassed that your face is attached to the logo that helped one person but not another. Wow, that’s a lot of feelings we just talked about.

How does this translate to social media customer support? Imagine you’re on Twitter, tweeting merrily, and you realize that your new tablet case has a defect and the fabric cover is peeling away from the plastic shell. “Dang, I just bought this!” you think. Then, realizing you’re already on Twitter, put faith in the universe and tweet out to the company, “help! my tablet case is defective.” You wait for a little bird to bring you a reply. Instead, crickets. You wait more. Nothing. So, you go to the company’s twitter page and you see that tweets after yours are being answered, tweets about “love this new pattern!” and “thanks for sponsoring our fun run!” receive “glad you like it!” and “hey, we love to help the community!” Well, what about you? You are a paying customer, you know, and… and well nobody’s listening to you! There’s the translation.

Both scenarios have to do with a lack of clarity around what the customer can expect from your company. The original intent of social media was to provide a space where people could interact socially. Businesses saw this as an opportunity to connect with consumers and convert them to customers, and many have had marked success. Customers have found this a convenient space to transact business. But not answering customers or answering only occasionally trains them that, though you have a presence on social, you are not fully able to transact business on social. It’s like a false storefront. So, what do you do? Set clear expectations with your customers. Decide whether you want to only be present on social, or whether you want to transact business on social media and make that your strategy. If you are a large business, you probably have the resources to staff people to answer inquiries either during certain hours or 24×7, whichever your audience demands. If you’re a small business and can’t afford staff but still want to transact socially, there are companies out there that will offer support services to you where they answer customers. It’s not a one-size-fits-all approach by any means. The important thing is to develop a strategy and clearly set customer expectations, so they are sure of what they can and can’t do. Can’t afford to respond on social media? No problem. Just let your customers know what they can expect from you on social, and show them where they can go to get their needs met.

 

 

Customer Experience Rules in 2015 Social Customer Support

Flash of Happiness. image by Kyrill Poole. www.sociallysupportive.com

Flash of Happiness. image by Kyrill Poole. www.sociallysupportive.com

As I briefly mentioned in 2015 Predictions for Social Customer Support, current thinking from research firms indicates that customer experience will be more more important than ever. Let’s take this apart and have a look at why and how.

We know, as consumers, that dealing with companies can be much more complicated than it needs to be, and take much more of something everyone has less of these days: time. We have to wait on hold, we are transferred a million times, and we just want one teensy thing. In recent years, thanks partly to the increase in social forums that allow customers to talk back, companies have caught on that we want things done faster and easier. This has resulted in companies receiving fewer reviews that indicate customers find them truly awful to deal with. Which is great. One side effect for companies is that the competition is also getting better.

Think about the advertisements you see on TV or the internet. Brands mainly pick one thing that differentiates their product from the other guy: they claim to be either 1) cheaper 2) better quality or 3) have better service. Apple (or Samsung, I wont’ judge your camp) have great quality and a focus on user experience. Costco aims to provide the best prices. Southwest is known for its service. So, if you’re not the best gadget in town, or the best available quality, chances are you need to be focusing on your customer service/experience. And these 2015 predictions are telling us that efforts to be just a little better than the next guy won’t keep customers coming back.

So, what to do? Where to go? It’s All In The Details with Social Customer Support provides a few tips for getting started, such as asking customers what they want, improving the quality of your outputs, and using proper etiquette (this last one will likely get you much farther than you imagine.) What if you’ve already done those things, and you want to do more? See if some of these suggestions help.

Improving Customer Experience

  • Provide a Full Service Experience – In your customer’s journey, do they have to move from station to station at your store or be transferred several times on the phone or online chat? If so, do everything in your power to make that stop. If the transfers can’t be stopped, try a personal handoff. This will reduce customer effort and create a “wow” moment. I recently called USAA with an unusual financial question, and though the first rep couldn’t help me with my concern, she handled the details of explaining my needs to the next person on the phone. The next thing I heard was the new rep calling me by name and restating what he understood my question to be. That feels nice.
  •  Surprise Me – Is there some way that you can anticipate a customer’s need? It could be something simple. In E-Trade Nails It with their Customer Support I shared that they proactively changed my mailing address after being alerted to my move by the United States Postal Service. Nice, right? How much does it cost to link up with USPS and make that happen? I haven’t looked into it, but it made me stop and think about how smart E-Trade is.
  • Make Exceptions For Me – Ouch. I know, deviation from process can cost time and money. But I do believe customers that are shown compassion and understanding tend to develop positive feelings towards that brand. I remember several years ago a promotion took me from one city to another. I panicked as I realized at the airport that in the midst of the move, I forgot to pay the credit card bill. And, this was a big deal, because it had that nice zero percent interest associated with it. I remember telling my sad story to the customer service rep on the phone. She could have been snarky, or acted superior, or given me a lecture. Instead she chose to show compassion, and her company had the (uncommon at that time) policy of forgiving one late payment and thereby not immediately causing your interest rate to skyrocket. I clearly remember that, to this day.

Can you find a way to work one or more of these ideas into your organization?

It’s All In The Details with Social Customer Support

It's all in the details with social customer support. USAA logo, property of USAA.  www.socialysupportive.com.

It’s all in the details with social customer support. USAA logo, property of USAA. www.socialysupportive.com.

Let’s talk about Net Promoter Score (NPS) for a second. This is a measurement on a scale from 1 – 10 based on a simple question: How likely are you to recommend this company to someone else? 1 is least likely, 10 is most likely. Any score from 0-6 considers the respondent a detractor. 7-8 is neutral, and a score of 9 or 10 labels one a promoter for that brand. Subtracting the total detractors from the promoters (while omitting the neutrals) yields the overall score. Of course, to ensure the validity of the data you must ensure an automatic survey set to avoid only happy transactions being calculated. The overall score of is thought to be a strong indicator of future growth potential for that company.

I find myself wondering this: what do the highest scoring companies do that return these fantastic results? Well, some of it can be observed as a high quality product. Apple is brutally dedicated to design simplicity. Trader Joe’s offers products you can’t find anywhere else. Other components include a commitment to customer service. The hostess at Chick-fil-A comes around asking if you need anything as you eat your meal. USAA lets you know about other services you might find beneficial, and changes addresses for all products at the same time. Southwest is known for excellent customer service from happy employees. And Amazon, well, I’m not sure if their customer service is great or not because I tend to receive my packages on time (or early) and in good condition.

So what can we do to be more like these companies? Well, measuring NPS is great, but you don’t have to institute a big survey program to get started on making customers happier. .  If you re-read the previous paragraph, what you might find is that regular attention to small details gets noticed by customers in a big way. Southwest is being nice to customers; same with Chick-fil-A. They’re just using their manners. Amazon and Apple are paying attention to quality on the front end to improve brand image and minimize customer service needs (hopefully) on the back end.

Social isn’t a place. It’s a way of thinking. When we say “social” we tend to think only of Facebook, Twitter, YouTube and the like. But the point of social is to benefit from interacting with people and benefiting in some large or small way from the collective knowledge. Ask your customers what is important to them. Make every attempt to deliver quality the first time, based on what they said they wanted. If you make a mistake, use your manners to apologize and make it right for the customer.

Ask Yourself These Questions to Deliver on the Details:

  • Can I ask my customers what they want? If I can’t ask them all, can I ask a few for general knowledge?
  • Is there a way I can quickly and inexpensively improve the quality of my work?
  • Is there an opportunity for me to use proper etiquette more regularly?