Social media provides huge potential to extract humungous amount of data about various factors which might be of high priority for the company. To name a few, social media presence helps in, customer profiling, competitor performance, brand visibility and the like. Here’s a list of 5 things which social media presence and its consistent monitoring can help you achieve. Here's how it is done.

1. TIPS
TO IMPROVE
SOCIAL MEDIA
CUSTOMER SERVICE
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2. •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

3. 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.
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4. 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
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5. 3. Be friendly , polite
Your 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

6. 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.
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7. 5. Add a personal touch
Customers 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

8. 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

9. THANK YOU
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