Did you know that 34.5%* of people would prefer to use social media to contact a business about a customer service issue?

Social media was closely followed by live web chat (24.7%), email (19.4%) and telephone at 16.1%.  

Your customers expect you to respond quickly on social media to enquiries, so remember the three golden rules: 

  1. Acknowledge - let the customer know you’ve seen the message by liking the message.
  2. Respond - reply to the customer with a short message as you would in store.  
  3. Take offline - move the conversation to a private channel to grab personal details such as order number/address. 

*Statistics from Sprout Social 

Read more great tips to boost your channels here: Turn a negative into a positive and How to deal with customer service questions.

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