3 SECRETS TO AWESOME ONLINE CUSTOMER SERVICE

1. BECOME A GOOD LISTENER

Determine where the volume of brand related discussions are taking place online.

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Review any related activities that might signal customer comments or complaints.

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Dig deep to determine who these customers are and how the correlate to buyer personas.

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2. CREATE A CULTUREOF EMPATHY

Identify the triggers of common problems

Create an action plan aligned with pain points.

Create a list of possible scenarios and solutions to effectively resolve the matter or provide further information.

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3. BE SOLUTION-MINDED

Enable customer-facing staff with a repertoire of acceptable responses

Be transparent and manage expectations with an acceptable policy of response times. (i.e. ‘Give us 24 hours to follow this up...’)

Create an internal work"ow for resolution and problem solving and inform customers of innovations or action steps.

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Thank you!Need help developing awesome online customer service protocols for social media channels?

Our team of experts can help. Contact us for an obligation free chat.

info@stickidigitalmedia.com.au+612 8256 3232