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Let Our Audience Love You

Customer service is nowadays rather done on social media than by phone. One out of three users prefers social media over the phone. Does that come as a surprise for you?

Almost every brand uses social media and feeds it daily with new content. This seems easy to engage with your customers, but is that enough? The answer is simple: no. So how can we turn new followers into paying customers and existing customers into online brand advocates?

When is social customer service great?

Success can be explained in three factors:

  1. Speed of the response time

  2. Quality of the solution provided

  3. How the response is provided

Many training institutes, colleges, universities, and boot camps think they deliver great service. However, not all students experience the same. So here lies a great opportunity to improve short communication lines with your students and provide them the service you want to offer.

Here are 4 tips for creating great social customer service that your audience will love.

  1. Quick response

  2. Community management

  3. Listening outside your channels

  4. Talking like a human being

Quick response

Okay, why is it so important to answer so quickly? Well, mainly because your student expects you to. 42% of your students expect an answer to their complaint within 60 minutes. Maybe you don’t resolve the issue right away, but most importantly, you let your students know how important they are to you. If you wait longer or ignore the complaint, your online and offline reputation will be lower.

Community management

It would help if you had a consistent way to handle your complaint. The easiest way to manage your community in a cohesive, efficient way is to create a company-wide document. You’ll have to invest some time to think about what questions your students normally ask and what answers you have for them. This helps your consistency and also saves time for your community manager. Next, you’ll need to prioritize serious complaints that need attention straight away and lighter complaints that need less priority. Students will be very glad if you manage to care for them, so it’s worth the investment!

Listening outside your channels

Many people talk about you as an educator without telling you on social media, but also by word-of-mouth. So it’s essential to listen carefully outside of your channels. If you listen carefully to the need of your students, you’ll be able to identify a potential issue before it blows up into a complaint. Google and social media can help you listen. Social media tools such as Hootsuite allow you track and measure some hashtags involving your business. Google Alert can send daily emails with keywords you trigger. This helps you to identify the sentiment of your brand.

Talking like a human being

Social media has one critical word in it: social. Customer service used to be a corporate service, but it has become more individual now. When using social media, you mostly use it as a person. Especially when you talk to people. For instance, we noticed that in particular many bootcamps already use their name or initials when talking to students. They even built a command center to answer all their students’ questions. I don’t want to tell you that it's necessary to improve your customer service, but it’s certainly more human.

Final words

We hope you learned from our blog! If you’re interested in learning more, maybe our Loans for Online Marketing Courses are suitable for you!