Social networks as a customer service strategy are a channel that is not only necessary but essential.

Many of our clients are part of a social network and if we are on the right path, our company is also part of that network. Whether with Facebook, Google +, Twitter, Instagram or something similar, it is not enough to get a “Like” or share our content (this can lead to getting new followers, but how do we serve our existing customers?), it is important be part of these channels not only to seek “engagement” and promotion; The direct relationship with those who are already our clients is the most valuable.

They will support you with opinions on how it is possible to improve the service, and due to their level of interaction with your brand or product, it becomes an essential channel that you should not overlook.

To begin with, we must focus on developing a well-structured and defined customer service strategy.

Let us remember that social networks are a communication tool between customers and brands. Customers demand to be served and expect it to be served quickly; It is no longer enough to answer some questions on Facebook, it is important to consider the following points to develop your strategy:

1. Who are your clients and what social networks are they present on. A doctor’s office on Pinterest may not be the best option.
2. Brand personality: Define with your team and leave clear guidelines on how to speak to the client, what tone to use, generate a manual of frequently asked questions and answers, etc.
3. Define the team involved: if you have a vertical system for the customer service team of several people, it is important to define a hierarchy in solving problems for the user.
4. Emergency manual. Prevented company is worth a thousand. If we can anticipate a situation in which we can offer the customer a quick solution to their problem, we will have happy customers.