{"id":26870,"date":"2020-11-05T06:10:58","date_gmt":"2020-11-05T12:10:58","guid":{"rendered":"https:\/\/www.hostgator.com\/blog\/?p=26870"},"modified":"2020-10-19T13:11:30","modified_gmt":"2020-10-19T18:11:30","slug":"social-media-customer-service-toolkit","status":"publish","type":"post","link":"https:\/\/www.hostgator.com\/blog\/social-media-customer-service-toolkit\/","title":{"rendered":"What Belongs in Your Social Media Customer Service Toolkit?"},"content":{"rendered":"\n<p>Social media can help your online business deliver fast service that keeps your customers happy, impresses onlookers and strengthens your brand reputation   if you do it right.&nbsp;<\/p>\n\n\n\n<p>So, what exactly does your business need in order to deliver standout customer service on social media? Let\u2019s break it down.&nbsp;<\/p>\n\n\n\n<p>The first thing you need is a presence where your customers and target audience spend time. The best Facebook customer service game plan in the world won\u2019t do you much good if your customers are all on Twitter.&nbsp;<\/p>\n\n\n\n<p>Let\u2019s look at the three big platforms in terms of customer service. One or more may be right for your brand. <\/p>\n\n\n\n<p>But don\u2019t overlook smaller niche platforms or newer entries in the social game. <strong>The key is to help your customers where they are.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Offering customer support on Twitter&nbsp;<\/h2>\n\n\n\n<p>Twitter users engage with brands a lot. <\/p>\n\n\n\n<p>How much? According to <a href=\"https:\/\/www.brandwatch.com\/blog\/twitter-stats-and-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\">Twitter marketing statistics<\/a> rounded up by Brandwatch, 80% of Twitter users have tagged a brand in at least one of their tweets, and 77% feel better about a brand if their tweet gets a response.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/ECGuKHHNhIvszCAT6-40dPJFl6qB1xdGXm9BgZqmSJVreFFKFLtaSEU0IGxsMexZv-lHFcMj_uV5RJJhdQKPoKT13L8bdPO-CvDYc005ARVGh620TxDr_hvCv0yXikFEPl5mHcE\" alt=\"hostgator customer support on twitter\"\/><\/figure>\n\n\n\n<p>But that <a href=\"https:\/\/www.searchenginewatch.com\/2013\/11\/01\/brands-expected-to-respond-within-an-hour-on-twitter-study\/\" target=\"_blank\" rel=\"noopener noreferrer\">reply tweet needs to come fast<\/a>, because more than half of Twitter users expect one within an hour. Offer speedy, helpful responses on Twitter and you can build a lot of goodwill.&nbsp;<\/p>\n\n\n\n<p>Pro tip: You can <strong>create a separate Twitter account for your customer support team<\/strong>, as we\u2019ve done at HostGator.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/C-2x3e8ANyjT3w84BMhsUB2Ip3CWgfjxjBWP5qjs79YU6l5cFQ6ba6bdC6DJNOOMA5UdaaZWla5LnNgib5ahcvZPHhHgrfafj49w-NK3TdfqjpRH3xg-5_rvD3BhJ1-HOOwWB8I\" alt=\"hostgator support twitter account\"\/><\/figure>\n\n\n\n<p>This keeps your customer service questions from getting lost in your main page\u2019s threads, and it shows that your brand takes customer support seriously.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Delivering customer service on Instagram<\/h2>\n\n\n\n<p>If your business sells to consumers, <a href=\"https:\/\/business.instagram.com\/getting-started?ref=igb_carousel\" target=\"_blank\" rel=\"noopener noreferrer\">Instagram is a good place to be<\/a>, because&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>60% of Instagram users find new products there.<\/li><li>More than 200 million Instagram users check out at least one business profile every day.<\/li><\/ul>\n\n\n\n<p>Instagram lets you visually showcase your products and respond to customer questions. It also lets your audience shop with you in the app. Get them in the mood to buy with your awesome customer support!<\/p>\n\n\n\n<p>You can have more than one business account on Instagram, but many brands just <strong>respond to customer service issues on their main page<\/strong>, as Athleta does here.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/KfPsmXVUeLOCUwd6LrSDooYcUT6S-VyIy8hlvlxmrMXJ6BhTIG2UV4EWbD4YToaaf8sSVyb9OKfVbojR6lQE04mS7e-x8y8rGBHBAaTs83nW9FM0rpGJpFr868gJFe5Coa6jTKg\" alt=\"athleta customer service on instagram\"\/><\/figure>\n\n\n\n<p>Why the difference from Twitter? In a word: visuals. A customer service convo on Twitter doesn\u2019t need graphics or video to exist. A post on Instagram must have some visual content, even if it\u2019s just a <a href=\"https:\/\/www.hostgator.com\/blog\/social-media-graphic-checklist\/\">premade graphic<\/a>.\u00a0<\/p>\n\n\n\n<p>Running a second Instagram account means creating twice as much content. And there\u2019s no need if people are already on your main page for the visuals. Go ahead and help your customers where they are.<\/p>\n\n\n\n<p>Pro tip: Want to give customers a less public way to reach you on Insta? <strong>Add a message button to your business profile<\/strong>:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/ADP9ewxyVQb6QNIk7S1KvdWFRi6VamCavf1cPTlTTwqIcpFNjvdUyvS36VVRwMuw3yHpx3kgZyaN5OTbm75E6nZZm0jCwMn-9ymlgvmGkNsbHWoHyppe99xkLadMwKX5eCItSk4\" alt=\"message button for brand instagram account\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Creating customer support options on Facebook<\/h2>\n\n\n\n<p>Facebook is the biggest social platform in the world, and it gives you options to provide customer service in ways that other platforms don\u2019t.&nbsp;<\/p>\n\n\n\n<p>First, you can <strong>add a contact button to your business page<\/strong> so customers can reach you directly.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/H9gGomrLROqJmNCHL-rbmPoGSNN-4f7nFYQnboUBe5k4RTXXxDLy2FBZEc_bEJkXZ_3P7vRFxpsPew02F3GdVrAuvSS1Fog-6Nmsqca0dIp_LTdLyEF_t-fBVFUAA9O2pXOxB_A\" alt=\"contact us button on facebook business page\"\/><\/figure>\n\n\n\n<p>You can <strong>answer customer questions on your business posts<\/strong> and in public comments that mention your brand.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/UyTBfGfk6x2keZgSCscEJpY8C4Z6DP4fRNQBO09fw8Mao_GjBq2cKwpWDC7Rig-hcNLAIflIM8MJjlKuwx_pcRMuAW7aTnjSStjZZeaxARyrDdWoKoF8QCyoOKX_F9WNBWGjwLQ\" alt=\"hostgator customer service response on facebook\"\/><\/figure>\n\n\n\n<p>You can also <strong><a href=\"https:\/\/www.hostgator.com\/blog\/create-successful-online-community-facebook\/\">create customer support groups<\/a><\/strong> where members can ask questions, get answers and offer advice.\u00a0<\/p>\n\n\n\n<p>HostGator did this with our <a href=\"https:\/\/www.facebook.com\/groups\/235295287866454\/\" target=\"_blank\" rel=\"noopener noreferrer\">Website Owners Helping Website Owners Facebook<\/a> group, which we started in early 2020 to help people deal with site questions during the early days of the pandemic. Now the group has more than 2,500 members and lots of active discussions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ways to help your customers find your support resources<\/h2>\n\n\n\n<p>Your toolkit should include a few notices to help people get help on social when they need it.<\/p>\n\n\n\n<p>Remember HostGator\u2019s customer support Twitter account? We made sure to mention it in our main Twitter profile, so people know where to go for help.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/w0Ew2rQmwG2fLdjp4hx4qYGQz4IqtJC4dC_fgnRqc7PDbpfw68Z8Ft_n91rdDgxVG5TFrp0jYyqIkmj-VWCUyMNZbu6fSKYswYAs83FOB9BttqkcuIpwoqA00v_y1ya_DiqpNIk\" alt=\"hostgator twitter bio\"\/><\/figure>\n\n\n\n<p>And if they get to our support page and decide they need more in-depth info, they can follow the support link to the resources on our website.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/C-2x3e8ANyjT3w84BMhsUB2Ip3CWgfjxjBWP5qjs79YU6l5cFQ6ba6bdC6DJNOOMA5UdaaZWla5LnNgib5ahcvZPHhHgrfafj49w-NK3TdfqjpRH3xg-5_rvD3BhJ1-HOOwWB8I\" alt=\"include link in twitter bio\"\/><\/figure>\n\n\n\n<p>On Facebook, our customer support group is featured on our main page Groups tab:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/52uRJagjslRS6jLNfDnh25RlTvglVK8FkGPOXBcgk7JRHcBPrycQuqfJTmGBci-TfBOXtq-P343XQ90bfPK1bQEktTu5wriYGTszqsOdBT7_LWpzOnR59bFYhrXI5GunVcFjUpk\" alt=\"feature group on facebook page\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">The right apps to monitor your brand mentions on social media<\/h2>\n\n\n\n<p>All the options we\u2019ve described so far work great if your customers know where to find you. But they might not know you have a customer-service team standing by on Twitter or a cool Facebook group.&nbsp;<\/p>\n\n\n\n<p>So, if they have a question or complaint, they\u2019re going to tag you in their own posts and trust you to find out about it. And if you want to build customer service credibility, you should respond to every one of those tags like Gotham City P.D. just lit up the Bat-Signal.&nbsp;<\/p>\n\n\n\n<p>How can you make sure you don\u2019t miss any mentions? Track '\u02dcem with an app or two.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>TweetDeck<\/strong> is free, lets you monitor your mentions, and as you might guess, works exclusively on Twitter.\u00a0<\/li><li><strong>Mention\u2019s <\/strong>social media monitoring plans let you track your brand, your hashtags and competitors. The free starter plan lets you track up to 1,000 mentions a month on up to 3 social platforms.\u00a0<\/li><li><strong>Hootsuite <\/strong>has built in tools that let you monitor Twitter and Facebook mentions in the dashboard. Apps within Hootsuite like Brandwatch and Talkwalker let you check your mentions in more social platforms and across the web. Hootsuite\u2019s professional plan lets you connect up to 10 social profiles for $29\/month.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The most important tool in the kit: consistent customer service<\/h2>\n\n\n\n<p>Do you already have standard procedures in place for handling customer service issues? If so, you can adapt them for social. For example, add a step to your procedure inviting the customer to DM you so you can have a private discussion about their issue.&nbsp;<\/p>\n\n\n\n<p>If you don\u2019t have a customer service procedure in place yet, now\u2019s the time to set one up. That\u2019s because you want to deliver consistent service to all your customers-especially since you\u2019ll be doing it publicly, where discrepancies will get noticed fast.&nbsp;<\/p>\n\n\n\n<p>Basic steps to include are:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Greet the customer by name or social handle.<\/li><li>Thank them for reaching out or apologize for their bad experience.<\/li><li>Let them know you want to help.<\/li><li>Ask for more information via DM.<\/li><li>Offer a solution or escalate to the owner\/manager.<\/li><li>Confirm that the solution works for the customer.<\/li><li>Thank the customer and ask them if there\u2019s anything else you can help with.<\/li><li>Follow up with a quick customer satisfaction survey.<\/li><\/ul>\n\n\n\n<p>Have a question about HostGator\u2019s web hosting plans for small business? We\u2019ve got <a href=\"https:\/\/www.hostgator.com\/help\">24\/7\/365 support<\/a>!&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Social media can help your online business deliver fast service that keeps your customers happy, impresses onlookers and strengthens your&#8230;<\/p>\n","protected":false},"author":162,"featured_media":26874,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[24],"tags":[120,139],"class_list":["post-26870","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tips-and-tricks","tag-shared-hosting","tag-startup-small-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.2 (Yoast SEO v23.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What Belongs in Your Social Media Customer Service Toolkit? - HostGator<\/title>\n<meta name=\"description\" content=\"What exactly does your business need in order to deliver standout customer service on social media? Let\u00e2\u20ac\u2122s break it down.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hostgator.com\/blog\/social-media-customer-service-toolkit\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What Belongs in Your Social Media Customer Service Toolkit?\" \/>\n<meta property=\"og:description\" content=\"What exactly does your business need in order to deliver standout customer service on social media? 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