Providing fast responses to clients’ queries and comments on social media platforms is a great way to increase engagement and average response time. When addressing questions and comments, make sure you sound genuine and human. Responding to clients by name and signing off responses with their names will humanize the conversation and let customers know they’re speaking to real people, not a robot. Here are a few strategies to help you provide fast answers.
First, don’t assume that your customers will be expecting the same level of service as you offer them on the phone. A higher-revenue airline might offer a more personalized experience on Twitter. While this might seem like a small change, it’s a big deal for customers. And if you do it correctly, it could result in higher customer retention and higher turnover. Social customer care is changing the way businesses operate and it’s time to adapt.