Social media and customer service has proven to go hand-in-hand as the use of Facebook, Twitter, Instagram, Youtube, and others keep growing. Basically, the concept of “being where your customers are” applies to companies that use social media as a tool to show customer care to their customers.
Social customer service – a potentially exhausting experience
Handling customer service in social media can be an exhausting experience. Social media platforms are developed to first and foremost optimize the user experience for the end-user, not the enterprise. The functionality and flow is simply not there. Also, as you add more pages and accounts, the number of comments increases – making a stressful workday for your employees. So, to be able to handle a steady increase in support tickets from an increasing number of social media channels, a new type of software has emerged – called social customer service software.
Social customer service software
Social customer service software allows companies to reach out to customers and users via social media outlets. They collect and organize mentions on such social media platforms as Twitter and Facebook, among others, and create tickets for support agents to best respond to mentions and provide proper service. These solutions are not only used by customer service teams but are also utilized by marketing teams that can promote brand awareness and turn customer concerns into positive advertising to a large audience of social media users.
Social customer service features are often provided by help desk software products, which collect customer inquiries from emails and specific user portals. Companies may use social customer service tools in conjunction with other social tools such as social media management, social media monitoring, and social media analytics tools.
Socialboards to the rescue!
With Socialboards, you can add as many social media accounts as you want to get full control of your social support tickets. We support all of the most popular platforms, including posts, private messages, reviews, ad-comments, and much more. Here is a detailed overview of what kind of support tickets will be created once you install your channels
Agents, marketeers and sales can have a dialog based on the company’s own posts, comments, comment replies, likes, and reactions.
Own posts are usually marketing campaigns, in which the dialog turns into sales conversations. Our clients often put these tickets into a separate category, which is handled by both marketing, sales, and customer service. This includes comments, comment replies, and reactions from existing and potential customers.