{"id":4982,"date":"2022-08-26T07:35:03","date_gmt":"2022-08-26T07:35:03","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=4982"},"modified":"2024-12-26T08:22:32","modified_gmt":"2024-12-26T08:22:32","slug":"social-customer-service-plan","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/social-customer-service-plan\/","title":{"rendered":"What are the 3 steps to a social customer service plan?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The modern customer can interact with their favorite brand across different touchpoints. They can get instant replies to questions thanks to <\/span><a href=\"https:\/\/botsify.com\/blog\/instagram-chatbots-for-small-businesses\/\"><span style=\"font-weight: 400;\">online chatbots<\/span><\/a><span style=\"font-weight: 400;\">, live chat and social media. A brand must prioritize customer service and be available on these channels nowadays.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer service now focuses on providing the best experience. Companies know that <\/span><a href=\"https:\/\/www.helpscout.com\/75-customer-service-facts-quotes-statistics\/#:~:text=58%25%20of%20American%20consumers%20will,because%20of%20a%20poor%20experience.\" rel=\"nofollow\"><span style=\"font-weight: 400;\">60% of consumers<\/span><\/a><span style=\"font-weight: 400;\"> will abandon a brand because of poor customer support. Social media can especially help businesses provide an extraordinary experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These platforms are easily accessible. Users get immediate support whenever they interact with a company. It\u2019s no surprise that <\/span><a href=\"https:\/\/www.statista.com\/statistics\/278414\/number-of-worldwide-social-network-users\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">over 4 billion people<\/span><\/a><span style=\"font-weight: 400;\"> are active on social media. Your brand should be there too.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You need to develop a social customer service plan to provide the best support. In this article, we\u2019ll go over the three steps you should take.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s start with the basics first.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_69_1 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #fee22e;color:#fee22e\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #fee22e;color:#fee22e\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#What_is_social_media_customer_service\" title=\"What is social media customer service?\">What is social media customer service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#Why_is_social_customer_service_important\" title=\"Why is social customer service important?\">Why is social customer service important?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#Be_active_and_present_on_social_media\" title=\"Be active and present on social media\">Be active and present on social media<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#3_steps_to_creating_a_social_customer_service_plan\" title=\"3 steps to creating a social customer service plan\">3 steps to creating a social customer service plan<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#Set_your_goals\" title=\"Set your goals\">Set your goals<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#Figure_out_your_response_times\" title=\"Figure out your response times\">Figure out your response times<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#Track_your_metrics\" title=\"Track your metrics\">Track your metrics<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/#Conclusion\" title=\"Conclusion\">Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_is_social_media_customer_service\"><\/span><span style=\"font-weight: 400;\">What is social media customer service?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Social media customer service refers to the practice of providing support on social media platforms. Agents respond to all kinds of messages they receive\u2014from complaints to product-related queries.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Brands can engage with customers on social media in:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Direct messages<\/b><span style=\"font-weight: 400;\"> \u2013 consumers send queries directly to your business account<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Posts <\/b><span style=\"font-weight: 400;\">\u2013 your social media reps can tag customers in posts to spark conversations with them or vice versa<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Comments <\/b><span style=\"font-weight: 400;\">\u2013 users leave public comments on your posts. Some of them require a response, e.g. if they are order-related queries.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Traditionally, customer service used to engage with consumers through touchpoints like phone and email. This isn\u2019t enough anymore as consumers crave personal interactions. That\u2019s why they\u2019ve shifted their attention to social media.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Social media customer service aims to provide a positive experience by responding to queries as simply and quickly as possible. You can create that positive experience if you have a good social customer service plan.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Why_is_social_customer_service_important\"><\/span><span style=\"font-weight: 400;\">Why is social customer service important?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Brands must create experiences. This is what attracts people to their products or services. Whether you use <\/span><a href=\"https:\/\/www.ringblaze.com\/blog\/voip-call-center\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">VoIP for call center<\/span><\/a><span style=\"font-weight: 400;\">, offer email support or respond to consumers on social media, your goal should be to develop a positive customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer support isn\u2019t only about solving issues. According to <\/span><a href=\"https:\/\/www.oberlo.com\/blog\/customer-service-statistics\" rel=\"nofollow\"><span style=\"font-weight: 400;\">research<\/span><\/a><span style=\"font-weight: 400;\">, 81% of consumers will make another purchase after experiencing great customer service. This shows that your agents can have an impact on your company\u2019s revenue.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Use social media to drive consumers\u2019 interest in your company. If you implement a social customer service plan, you can reap the following benefits:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Stronger brand awareness <\/b><span style=\"font-weight: 400;\">\u2013 you can build your brand awareness by being active on social media platforms. On average, <\/span><a href=\"https:\/\/www.smartinsights.com\/social-media-marketing\/social-media-strategy\/new-global-social-media-research\/#:~:text=Research%20by%20Global%20WebIndex%20that,27%20minutes%20(January%202022).\" rel=\"nofollow\"><span style=\"font-weight: 400;\">users spend 2 hours and 27 minutes<\/span><\/a><span style=\"font-weight: 400;\"> on social media. There\u2019s a high chance they\u2019ll find your business if you provide great support there. As a result, you\u2019ll increase brand awareness.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Better customer engagement <span style=\"font-weight: 400;\">\u2013 consumers can only engage with your company in a store in real life. On the internet, however, they have more chances to come into contact with you. Your social media customer support can host giveaways, share <a href=\"https:\/\/taggbox.com\/blog\/user-generated-content\/\">user-generated content<\/a> and offer instant support. All of this engages your audience base.<\/span><\/b><\/li>\n<li aria-level=\"1\"><b>Quicker responses <span style=\"font-weight: 400;\">\u2013 customers use social media to share a positive experience or reveal their frustrations. They don\u2019t expect a response in most cases. What if your brand responds to them in a timely manner? They would be pleasantly surprised. You can use social media to provide solutions in real-time. This is quicker than sending emails.<\/span><\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Social media customer service has a way of impressing consumers. They feel like their favorite brand is always there for them\u2014just one tweet, comment or post away!<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Be_active_and_present_on_social_media\"><\/span><span style=\"font-weight: 400;\">Be active and present on social media<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Remember that social media is a public space. Every feedback, comment or post is visible to all users. That\u2019s why your support team should always be present and carefully respond to queries.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The way you respond to an inquiry on social media tells a lot about your business. Answering all questions leaves a lasting impression on your customers. It tells them they can always rely on you for help and advice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Selectively responding to inquiries, however, shows you aren\u2019t concerned with all of your customers. If you disregard negative comments, people will think you aren\u2019t <\/span><a href=\"https:\/\/botsify.com\/blog\/customer-centric-approach\/\"><span style=\"font-weight: 400;\">customer-centric<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to Statista, more than 45% of US customers have a better opinion about brands that deal with customer queries and complaints on social media. This creates a positive brand image and increases brand loyalty.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You need to develop a social customer service plan if you want to impress your audience base. We\u2019ve prepared some tips for you to help you along the way.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"3_steps_to_creating_a_social_customer_service_plan\"><\/span><span style=\"font-weight: 400;\">3 steps to creating a social customer service plan<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Your company should focus on providing unique social customer service. If you only respond to a few complaints now and then, you\u2019ll come across as unprofessional. You should always be there for consumers on these platforms.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your social customer service plan should:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reactively resolve customer complaints<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Create impressive customer stories<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Proactively offer customer support<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Build a positive and inspirational brand<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Three steps can help you achieve this. Let\u2019s check them out.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Set_your_goals\"><\/span><span style=\"font-weight: 400;\">Set your goals<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">You should develop a social customer service plan when you have goals in mind. The plan won\u2019t be as effective if you create it just for the sake of creating it. You can answer the following questions to make the process easier:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Why do you want to provide customer support on social media?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What do your consumers expect from you?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How can your brand help customers on social media platforms like Facebook and Instagram?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which business goals do you want to accomplish with social media customer service?<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">When companies have a social customer service plan, they usually set these goals:<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Customer retention <span style=\"font-weight: 400;\">\u2013 the majority of consumers turn to social media as a last resort. They tried to resolve an issue on other support channels, but there was no progress. They hope social media can give them the answer they need. This means that offering customer service on social media can be used for customer retention. Your agents can offer a solution in real-time and impress a customer. As a result, they will not turn to your competitors.<\/span><\/b><\/li>\n<li aria-level=\"1\"><b>Create positive experiences <span style=\"font-weight: 400;\">\u2013 this is the number one goal of most brands. They want to use social media to build communities of satisfied customers. The best way to achieve this is by answering your followers\u2019 questions and solving their issues. Customers will share their great experiences with friends and family, increasing your revenue.<\/span><\/b><\/li>\n<li aria-level=\"1\">Hint at self-service support <span style=\"font-weight: 400;\">\u2013 setting up a knowledge base can be another goal. Inevitably, your support team will receive the same questions on all channels. It can become tedious to answer the same question over and over again. What your social customer service team can do is introduce your knowledge base to consumers. They can link to responses to save time. Other customers will see the links and know they can find answers themselves.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The plan will make much more sense if there is a goal. Choose a goal that best fits your business and try to create a plan that revolves around it.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Figure_out_your_response_times\"><\/span><span style=\"font-weight: 400;\">Figure out your response times<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">You should treat social media as an official support channel. Just like on email or phone, customers expect to receive a response promptly. That\u2019s why you should figure out your response times on social media.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, response times may vary. They usually depend on the size of your team and their resources. If they have everything they need, the agents will respond to issues quickly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The first step is to determine how quickly you\u2019ll provide first-touch support to a customer. Let\u2019s say that a customer contacts you on social media for the first time. How long should they wait for your answer? If you have a social media customer service team, they shouldn\u2019t wait longer than two hours.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Then, you can\u2019t commit to any response time if your team can\u2019t handle the workload. You should analyze how long it takes for a team member to respond to queries on social media. After that, you can say to the team how many queries you expect them to resolve per day.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Practice makes perfect. Your team will get used to responding to queries within a specific timeframe.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Track_your_metrics\"><\/span><span style=\"font-weight: 400;\">Track your metrics<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">You should monitor the performance of your social media customer service team. Add specific metrics to the plan so you\u2019ll know what to follow.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tracking and analyzing metrics will help you understand how successful your team is. It will also point to the areas which need improvements. Some of the metrics you can track include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer demand per hour<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automated resolution rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ticket volume<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Average response time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Goal completion rate<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Remember to include the metrics in your plan so that the team members know what they should work towards.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><span style=\"font-weight: 400;\">Conclusion<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Social media has transformed the business world, including customer support. It has made it easier for businesses to interact with customers and provide solutions to their problems. You should use this channel to deliver support as well.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Follow the three steps we mentioned to create an effective social customer service plan. When you have a plan, every team member will be on the same page. You\u2019ll then easily accomplish your goals on social media.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The modern customer can interact with their favorite brand across different touchpoints. They can get instant replies to questions thanks to online chatbots, live chat &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/\"> <span class=\"screen-reader-text\">What are the 3 steps to a social customer service plan?<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":137,"featured_media":5001,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What are the 3 steps to a social customer service plan?<\/title>\n<meta name=\"description\" content=\"Elevate your customer service with a strong social media plan. Discover 3 essential steps to build and evaluate a successful strategy\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/botsify.com\/blog\/social-customer-service-plan\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What are the 3 steps to a social customer service plan?\" \/>\n<meta property=\"og:description\" content=\"Elevate your customer service with a strong social media plan. 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