When we talk about myths, we usually portray orthodox people following some illogical “facts” just because a bunch of people around them “convincingly” talk about them. However, in a practical scenario, myths prevail everywhere and even the smartest of minds fall a prey to them. Want an example to convince you about the same? Well, let’s talk about social media customer support and the myths that a number of businesses around the globe are stuck on to.
Myth#1: Social media customer support provides the fastest responses:
You must have often come across people claiming that social media is the best platform to draw the attention of respective business towards an issue. Also, that it is the fastest method to get responses.
But is that true?
Social media, no doubt, is an inevitable element of multi-channel customer support, it may not always provide the fastest responses. The response rate is inversely proportional to the staffing of customer service for social media channels by the businesses.
In other words, if a business has enough live chat/ support agents in its social media customer support team, the responsiveness will be high or else, it would suck.
Myth #2: Social customer support is all about Twitter and Facebook:
Gone are the days when social presence was limited to Twitter and Facebook. A business needs to be present in a number of social media platforms like LinkedIn, Instagram, Pinterest and so on. This helps serve a wider audience.
In order to reach out to your target audience, resolve their queries and serve them better, you need to be there where they are. For this, you first need to spy on your visitors using monitoring tools and find out their preferred communication channels. Once you’ve known which social platforms are relevant to them as a social customer service channel, invest your resources into those channels.
Myth #3: Social customer support is limited to complaints:
A business that leverages the power of social customer support very well knows it that this statement is purely a myth.
It’s not just the complaints that the social customer support agents need to handle. They further need to consider product queries, HR requests, and marketing-related messages.
So, it’s imperative that the live chat agents are fully knowledgeable about the business and have an access to social CRM. This helps them refer to respective customer data when needed and further serve the customers in the best possible way.
Myth #4: Social media support agents can handle at least 5 chats at a time:
I won’t say this statement is false but it isn’t true either.
What I mean to say here is, a live chat agent handling a social account can handle 5 chats simultaneously. But, there’s a condition. That chat agent should be experienced and the query should be anything but related to accounting or shipping.
However, if the chat agents are freshers and still undergoing training, that’s not really possible!
So, these are the most common myths related to social customer support that you should stop believing asap!