Reaching Out
Whichever platform is used, customers have three basic methods to communicate with companies: Direct messages (DMs), posts and tagging. Direct messages are the most private of these methods, and that brings advantages and disadvantages. When messaging a company directly, there's limited damage to a company's brand if the interaction is negative in any way. But, on the other hand, DMs have limited potential for enhancing a brand and building general goodwill if the interaction goes particularly well.
Instead of messaging a company directly, customers may also choose to simply put their thoughts in a post, for potentially everyone to see. In the extremes, this can have a very damaging effect if the post is negative, but it can also be a very positive lift for a brand if it's in the form of praise for the company or its products.
The sources we spoke to said that it can be effective and efficient to communicate with customers via posts, but they agreed that the
interaction should be moved to private DMs if things get at all negative. Everything is fair game for public consumption and comment when it's in a post. For that same reason, sometimes company representatives need to dial down any negative emotions that can cloud the interaction.
"When a negative response or interaction comes from a customer, the first thing you do is not respond right away, because you're emotional about it," said Perlman. "Take a breath. Give it a little time until you can let go of the emotions and can respond in a diplomatic way. Then respond and try to fix the problem. Oftentimes, if you do that, you can turn a critic into a champion. You can turn an unhappy customer into a very happy and loyal customer just by listening and being attentive to them—even if the problem doesn't necessarily get fully solved—just by being empathetic to their situation.
"But if you can't, and this person is just looking for a fight, then that's the point where you take it offline," continued Perlman. "It's best to say something like, 'I'd like to personally talk with you through this. Please provide me your email, or I'm going to provide our business email here so we can get your phone number and I'll get in contact with you right away."
Besides messaging or creating a post that mentions a company directly, customers can also tag a company in a post. Doing so consists of simply putting the company name somewhere in the post, preceded by a hashtag. This can be done on any post, even if it's only tenuously related to a company or its products. Like other methods of contact, this can be a positive, uplifting moment for a brand or it can be damaging and negative.
That's why it's crucial for companies to continuously monitor what's being said about them online. This technique is called social monitoring or social listening. Although this is a simple concept, it needs to be done on a consistent basis so that damaging statements don't spiral out of control, fueled by a perceived lack of response from the company. Fortunately, it's relatively simple to manage the process and stay on top of what people are saying.
"One easy thing that companies can do to monitor is to set up Google Alerts around their brand," said Perlman. "That way, if something pops up on the internet with their name attached to it, they'll be alerted by Google via email. Or, if you go to Twitter, or Instagram, or Facebook, or even LinkedIn, you can simply type in your brand name in the search bar, and you very quickly can see if anything's been mentioned about you."
The companies that are the most effective at social-media customer service typically have a specific social-monitoring methodology that ensures that job is handled thoroughly and consistently. Bringing greater efficiency and effectiveness to these methods are a number of digital tools that automate the work and provide greater control of the process. But businesses have to be careful to maintain the valuable human component that attracts customers to social media in the first place.
"It all comes down to being authentic," said Perlman. "One of the big questions now is whether businesses should use automatic responses or artificial intelligence services. My thinking on that is, yes, as long as you aren't trying to pull the wool over the eyes of the customer, you're not trying to make them think it's a real person. Commonly asked questions and requests that come in after hours, can be addressed by automated programs. But when you get to a point where it's more specific, you need to get the customer over to a real person."
These digital methods are typically just one component in a comprehensive suite of effective techniques organizations are using to handle customer service via social media. It's essential to establish a solid, consistent process for handling social-media customer service. Without such systems, the chances of customer interactions turning negative greatly increase. But such a system doesn't necessarily need to be complex or especially sophisticated. It can be as basic as having a set time of day to handle certain important tasks.
"If you try to handle customer questions sporadically, you'll get lost," said Will Farkas of Design Engineering, Avon Lake, Ohio. "You've got to really make sure to dedicate time each day to making sure that you are able to cover it. I check things once in the morning, once at lunch, and then once at the end of the day."