Every session at this week’s Social Media & Web Analytics Innovation Conference (run by IE Group) has been informative and enjoyable.
GoDaddy, as a hosting provider, uses social media as a customer service tool to help deal with the constant barrage of questions they get.
[Case in point: This week's outage, which brought thousands and thousands of social interactions.]
While Waisman provided nearly a dozen rules he and his team live by, I’ll share a handful of them here. And if you get the chance to connect with him, he can get you the rest. The headlines are his, the analysis is mine.
1. Text will be misinterpreted.
Simple, but powerful reminder. In text, you have no CONtext, inflection and tone. Editing for clarity, snark and worst-case-interpretation, especially when responding online to customers, is key.
2. Broken expectations cause volatility.
This is positive and negative. When you fall short of a client’s expectations, you create an acrimonious situation. But when you surpass them, you’ve got a loyal customers for quite some time. The most important piece of this puzzle is to figure out what a customer is expecting. Then you can go above and beyond. Falling short is just not acceptable.
3. Resolve misunderstandings, don’t just satisfy.
When a customer has an issue, the truth is that they are likely not the only one paining the same way. Yes, you want the customer to be satisfied, but it’s even more important to identify what caused the issue and to fix it. Maybe it’s a product issue or a sales issue or a tech glitch. You have to solve the root problem as soon, and as completely, as possible.
What other tips do you have for providing excellent customer service through social media platforms?