Social Media For Omni Channel Customer Service

Customer Service

Social Media For Omni Channel Customer Service is becoming an indispensable tool for customer service thanks to its ever-increasing popularity, with 4.7 billion users around the world.

A lot of businesses supplement their call-based customer support activities with social media. These include handling grievances, responding to inquiries, offering advice, addressing online reviews, and sometimes even issuing refunds via social media. This is the basis of social media customer service.

Customers expect fast responses to their queries, both on social media and elsewhere, especially the younger generations. Your customer base is actively seeking the fastest way to get an answer to their question or complaint.

Unanswered customer queries on your social media are out there for the public to see. If you neglect it, A small fault with customer service may escalate into a bigger brand image issue. When handled properly in a public setting, customer complaints can help your brand. It’s simpler to promote your excellent customer service when your target audience can observe it taking place on the social media sites they use daily.

There are also benefits to providing social media customer service on an operational level. social media customer service agents can enhance a brand’s reputation and be alerted to any issues by engaging with customers online. Not only that, but the boost in goodwill engaging with your customers engenders might make them more likely to spend money with you.

Progressive businesses use social media to provide customer service proactively, reaching out to customers to resolve issues before complaints start. This puts you ahead of the competition and increases feelings of customer satisfaction and brand loyalty.

Top ten tips for good social media for omni channel customer service


1- Have a dedicated social media channel

Having a dedicated channel for customer care queries makes it much simpler to provide quick responses to the direct messages and social media posts that mention you from your clients.
You can recognise and reply to customer messages more quickly if you have a dedicated social media account for your business that is still on-brand and easily identifiable as such.

2 – Effective use of technology

Utilize technology to assist your customer service team in seeing the tone of messages being sent and brand mentions being made rapidly rather than relying on your team to manually detect and flag concerns. Advanced natural language understanding-powered text analysis can reduce the amount of time your customer support team needs to spend monitoring and improve the amount of time they spend resolving issues.

3- Keep an eye out for discussions about your business

Customers will sometimes write online reviews of your company without mentioning any of your social media profiles. A customer care response may be necessary for some of these topics.

You must keep a careful eye out for mentions of your business and requests from customers for help on social media. You must monitor conversations involving your brand so that even if a consumer didn’t contact you, you can respond to them if they have a service issue.

4-Keep an eye on successful brands for winning techniques

When it comes to providing exceptional customer service, it’s not always necessary to reinvent the wheel; you can draw inspiration from the successful techniques of big brands.
The aim is to make sure your social media channels feel like a natural extension of the brand and the brand experience.

5- Effectively manage communications

Feedback is vital for understanding how you can improve. Asking the customer for their opinion and analysing any other unasked-for input they provide will help you understand how you’re performing. It is crucial to simplify things for your support staff by providing them with pre-written responses to save time, instructions on how to direct customers to the right option for them, and instructions on how to respond in a manner consistent with your brand on social media. 

Direct customers to the right people, with case management handled by telephone, email, or chat, it’s best to send customers to those they already have a connection with or are senior enough to handle a serious problem.

6 – Formulate a company social media policy

It is important to have set social media guidelines for your team in line with your company image and values. This policy should show the way clearly in such areas as the general tone of messages, recommended response time queries, FAQ, a procedure for escalations and other customer issues well as message approval procedure and any necessary permission management systems.

7- Provide self-service options

If your team regularly receives a lot of the same questions, you could benefit from providing customers with some self-service information resources such as a FAQ page.

Your social media is a great place to share the kind of information your customers have been looking for. The point is to help customers make the most of your products and services. If you offer an online service, you could also post updates about any known service issues or interruptions. These resources will help reduce the number of support requests that come in. They’re also an easy place to refer people with simple support questions.

8- Manage customer expectations

Clients don’t assume all businesses will provide the same levels of customer service; for instance, customers who pay more for a service might expect to receive exceptional customer care. Depending on the size of the team on hand, businesses will use social media for customer service in different ways. The most crucial step is to correctly set client expectations.

Indicate the hours that your support team is available and the potential wait time for a response.

Inform them of any additional tools they can utilise to obtain information more quickly. See our article on managing fluid customer expectations with exceptional CX here.

9- Always Reply

Although it might seem obvious, not all businesses abide by this rule.

Members of the public making inquiries about your brand on social media may or may not be your customers yet. Responding to all inquiries on social media platforms demonstrates your attentive customer service. This demonstrates to potential customers that you are concerned about their needs. If a potential consumer asks for support and doesn’t receive it, chances are they’ll turn to your rivals to look for the quality service they expect.

10- Take queries private

Customers may reach out to you on social media with inquiries or demands that could be better handled in a private setting. You might need to ask for sensitive information to assist the customer, such as a booking number or account details.

Be sure to add a comment on the publicly visible post so that the customer knows to check their messages. This lets other potential customers see that you took the time to contact the customer privately to assist them.

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