How To Do Social Customer Care: A Socialbakers Guide

Ever want to know how to start a social customer care team? Socialbakers shows you how in 3 easy steps.

How To Do Social Customer Care: A Socialbakers Guide

We’ve emphasized the importance of social customer care, going so far as to reward brands for their performance through our Socially Devoted campaign. This time though, instead of answering the why or the what, we’d like to tackle the how.

So–how do you start a social customer care team? It’s a question many brands ask, and with understandable concern. Starting up your social care can be scary–you don’t know what to expect. Before you take the plunge, here are a few very important tips:

1. Put Social Care Where it Belongs

Don’t put social customer care in the wrong department. When we surveyed brands last quarter, we found that the Socially Devoted brands who put their social teams in the Customer Care department responded almost twice as fast on average:

2. Make Sure You’re Ready

You wouldn’t start a car without knowing how to drive it. Similarly, don’t start up your social customer care without knowing first how the platforms work. If you open the gates to user questions and complaints without knowing how to steer the conversation, you could create an unfavorable situation.

An undertrained staff could struggle with a sudden flood of requests and make mistakes. As an example: when the CEO of notoriously customer service adverse RyanAir signed on to Twitter to field an open hour of questions, things got off to a rocky start. With his first tweet, he accidentally insulted a woman because he wasn’t familiar with Twitter etiquette, or with how hashtags work:

Before you open your Wall and your account, make sure that your team is properly trained in social media, especially how to use the major social network platforms (e.g. how hashtags work), understand their responsibilities, and how to respond to user demands efficiently and respectfully. On top of that, we recommend using some form of CMS (Content Management System). A CMS, such as our own Builder, can easily divide your customer care load among your team members with user rights management, so that your team can manage incoming questions and comments with ease.

3. Measure, Measure, Measure!

As an analytics company, we devoutly believe in measuring and benchmarking your performance for not just one metric, but for all of them. Keeping track of figures, such as your Response Rate and your Response Time, are absolutely crucial for keeping up a good standard of social customer care. We can’t stress this enough!

With demand for social customer care higher than ever, it pays to know that you are living up to your customers’ needs. That’s why almost all of the Socially Devoted brands we’ve talked to use some form of analytics to track their performance, often with our flagship Analytics platform, in relation to their industries and competitors.

So, what are you waiting for? Tear down that Wall, open up, and get started with social customer care today!

Social Media Analyst

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