TIPSTO IMPROVE

SOCIAL MEDIA

CUSTOMER SERVICE

blog.exa.com.au

•If customers are happy with the service, they will write about it on social media.

Why is online customer service

important?

•Customers can directly reach out to a company at any place, any time.

•Customer posts online are for public viewing.

•Hence, It is directly linked to the reputation of the company

•It’s a quick and easy way reach out to customers

1. Take Initiative When a customer makes a comment about your service, offer to help

without being asked.

Ola Cabs responds to a customer’s comment by being proactive

in solving the issue.

www.ehealth.va.gov

2. Be quick in responding

Air India responds to a comment on their Facebook page for a better

review of their customer’s problem. Reply is made within the same

hour as the complaint

Customer complaints can be solved only if they taken up at the time of

making the complaint. Hence, organizations should be quick and

responsive while taking up complaints

www.haikudeck.com

3. Be friendly , politeYour language reflects your intent. Being friendly and nice shows that you

care about helping out your customers

•Housing.com always

addresses it’s

customers by name.

•They are apologetic

for customers having

a bad experience.

•They end their chat

with a greeting.

orangorangan.com

4. Have a separate customer service account Some industries get a lot of service complaints. These are usually the

banking, telecom and fast food sectors. Having a separate customer

service social media can help channel complaints/queries onto one

platform.

ICICI Bank has its own

customer care twitter

account meant for

addressing customer

problems and queries.

leighloueygung.com

5. Add a personal touchCustomers don’t want to feel like they are talking to a machine. Adding a

personal touch can make you appear more approachable and

responsive.

Vodafone ends their responses with the name of the customer care

representative.

www.digitaltab.net

Simplify360, is a leading social business intelligence firm.

Simplify360 is the world’s first integrated enterprise solutions

provider; our latest offerings are Social Marketing Suite for agencies,

Social Contact Center for BPOs and Social Command Center for

Enterprises. We enable businesses to perform Online Reputation

Management, Customer Service, Community Management, Social

Media Research & Brand Auditing; Online Sales Lead Generation,

and Consumer Sentiment Analysis.

We have already provided solutions through their tool for industry

leaders like Wipro, Coffee Day, Star TV, Mahindra Retail and ITC

Foods. Simplify360 is also the only company to work with the top

media agency groups in the world like WPP and Publicis.

Simplify360 operates directly or through partners in the US,

Malaysia, Korea, South Africa, Saudi Arabia and the Netherlands to

name a few. The company’s products and services are sold in over

100 countries.

If you are interested to know more about Simplify360 and its offering,

you can contact us at contact@simplify360.com

About Simplify360

US Headquarter:1330, Capital Parkway,

Carrollton, TX 75006

Phone : 347-468-7251

India:3rd Floor, 7/1 Binnamangala,

100 Feet Road, Indiranagar,

Bangalore 560038.

Phone : +91 80 40971130

Address

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