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Make it personal<\/span><\/h3>\nRule number one: don\u2019t come across as a robot or a computer answering questions. A <\/span>research of Sprout Social<\/a> <\/span>shows that 70% of consumers expect a company to respond personally when they call on customer service.<\/p>\nFor example, you can use their <\/span>first name<\/strong> <\/span>so that people feel more addressed. A nice personal touch really makes a difference. \u2018Cause people want to communicate with people, not machines after all.<\/p>\nTip<\/strong>: Throughout your conversations, does someone provide additional information, such as their birthday? Use this and do something special with it. You can send a nice birthday message, or even send a small gift. This falls under the <\/span>surprise & delight technique<\/strong>. \ud83e\udd73<\/em><\/p>\nBe consistent and clear<\/b><\/span><\/h3>\nThink carefully about how you want to communicate, or what <\/span>tone of voice<\/strong> <\/span>you adopt. For example, don\u2019t be very formal one time and very informal the next time. Make it easy for yourself and your team and use a document in which you list all the rules. This way, you can quickly look back for guidelines on things such as emojis, salutations or frequently asked questions.<\/p>\nAlso, be consistent in your response. Either answer everything or don\u2019t. It comes across a bit odd if you answer one question and others not. Good agreements, make good friends. \ud83e\udd1d<\/p>\n
Managing expectations<\/span><\/h3>\nPeople expect an answer quickly when they ask a question on social media. Some even very quickly. You need to take that into account in your conversation management strategy. . <\/span>Researsh<\/a> <\/span>shows that 76% of consumers appreciate a quick response from a company.<\/p>\nThe guideline on <\/span>response time<\/strong> <\/span>varies by type of company. Very large organizations, which often use a call center for their conversation management on social media, usually respond within the hour. Of course, this isn\u2019t feasible for all companies and organizations. So make sure your customers have the right expectations. Literally state what they can expect when. That way, there cannot be any misunderstanding. By the way, immediate service doesn\u2019t mean they expect an immediate solution, but they do want to be heard quickly and receive a response. \ud83d\udcf2<\/p>\nTip<\/strong>: On Meta, it\u2019s possible to set up <\/span>automatic replies<\/a> <\/span>. If you enable these, people will automatically receive a response from your company when they interact with your Facebook page or Instagram account. This way, you can greet people in advance and let them know when to expect a response. With that said, it\u2019s important to keep your promises. If you can\u2019t stick to a specific timing, you can also write something like \u201cWe\u2019ll get back to you as soon as possible\u201d.<\/em><\/p>\nDealing with negative messages<\/b><\/span><\/h3>\nNegative feedback is (unfortunately) also a part of conversation management. Such feedback can quickly go viral on social media and reach a wide audience. This is precisely why it\u2019s even more important to deal with it properly. We give you some tips. \ud83d\udc47<\/p>\n
Respond with the right tone<\/h5>\n
Does the message contain potentially unjustified and perhaps even aggressive language? Don\u2019t get carried away by emotions and don\u2019t be too impulsive. If you do, you may face bigger problems than just negative feedback. So stay <\/span>polite and friendly<\/strong>. Try to respond in a civilized and calm manner. After all, a friendly tone is the basis of a good conversation. \ud83d\ude09<\/p>\nTake criticism seriously and admit mistakes<\/h5>\n
Anyone who has something to complain about wants to be taken seriously. Even if (in your eyes) the criticism is unjustified. Show interest in the <\/span>customer\u2019s opinion<\/strong> <\/span>and make it clear that you\u2019re listening to him, her or them. he customer\u2019s review is publicly available on the internet. Therefore, proper handling is crucial. Show other dissatisfied customers that you care about solving the problem and respond extensively to feedback.<\/p>\nIn addition, we often read, \u201cwhat a shame to read that<\/em>\u201d without explicitly writing \u201csorry\u201d, whereas that can do wonders if a mistake was effectively made. So also just take responsibility when something really went wrong. Everyone makes mistakes and a customer is open to forgiving if you\u2019re honest about it, and apologize.<\/p>\nThe rule of 3<\/h5>\n
Don\u2019t send a third reply to someone who keeps responding negatively and is clearly not open to feedback. Then it quickly becomes a discussion and no longer a reply. A third reply is the time to continue the conversation offline and\/or privately.<\/p>\n
Our favorite examples<\/b><\/span><\/h3>\nA mistake on the website? <\/span>Bol.com<\/strong><\/a> <\/span>knows the best way to respond.<\/p>\n![\"Conversation](\"https:\/\/sobuzzy.be\/wp-content\/uploads\/2024\/02\/Costa-Coffee.png\")
<\/p>\n
Coolblue<\/strong><\/a> <\/span>loves that their cardboard boxes get a new purpose.<\/p>\n![\"Conversation](\"https:\/\/sobuzzy.be\/wp-content\/uploads\/2024\/02\/Coolblue.png\")
<\/p>\n
Sometimes you don\u2019t need to say many words. And <\/span>Costa Coffee<\/strong><\/a> <\/span>know that better than anyone.<\/p>\n![\"Conversation](\"https:\/\/sobuzzy.be\/wp-content\/uploads\/2024\/02\/Bol.com_.png\")
<\/p>\n
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For example, you can use their <\/span>first name<\/strong> <\/span>so that people feel more addressed. A nice personal touch really makes a difference. \u2018Cause people want to communicate with people, not machines after all.<\/p>\n Tip<\/strong>: Throughout your conversations, does someone provide additional information, such as their birthday? Use this and do something special with it. You can send a nice birthday message, or even send a small gift. This falls under the <\/span>surprise & delight technique<\/strong>. \ud83e\udd73<\/em><\/p>\n Think carefully about how you want to communicate, or what <\/span>tone of voice<\/strong> <\/span>you adopt. For example, don\u2019t be very formal one time and very informal the next time. Make it easy for yourself and your team and use a document in which you list all the rules. This way, you can quickly look back for guidelines on things such as emojis, salutations or frequently asked questions.<\/p>\n Also, be consistent in your response. Either answer everything or don\u2019t. It comes across a bit odd if you answer one question and others not. Good agreements, make good friends. \ud83e\udd1d<\/p>\n People expect an answer quickly when they ask a question on social media. Some even very quickly. You need to take that into account in your conversation management strategy. . <\/span>Researsh<\/a> <\/span>shows that 76% of consumers appreciate a quick response from a company.<\/p>\n The guideline on <\/span>response time<\/strong> <\/span>varies by type of company. Very large organizations, which often use a call center for their conversation management on social media, usually respond within the hour. Of course, this isn\u2019t feasible for all companies and organizations. So make sure your customers have the right expectations. Literally state what they can expect when. That way, there cannot be any misunderstanding. By the way, immediate service doesn\u2019t mean they expect an immediate solution, but they do want to be heard quickly and receive a response. \ud83d\udcf2<\/p>\n Tip<\/strong>: On Meta, it\u2019s possible to set up <\/span>automatic replies<\/a> <\/span>. If you enable these, people will automatically receive a response from your company when they interact with your Facebook page or Instagram account. This way, you can greet people in advance and let them know when to expect a response. With that said, it\u2019s important to keep your promises. If you can\u2019t stick to a specific timing, you can also write something like \u201cWe\u2019ll get back to you as soon as possible\u201d.<\/em><\/p>\n Negative feedback is (unfortunately) also a part of conversation management. Such feedback can quickly go viral on social media and reach a wide audience. This is precisely why it\u2019s even more important to deal with it properly. We give you some tips. \ud83d\udc47<\/p>\n Does the message contain potentially unjustified and perhaps even aggressive language? Don\u2019t get carried away by emotions and don\u2019t be too impulsive. If you do, you may face bigger problems than just negative feedback. So stay <\/span>polite and friendly<\/strong>. Try to respond in a civilized and calm manner. After all, a friendly tone is the basis of a good conversation. \ud83d\ude09<\/p>\n Anyone who has something to complain about wants to be taken seriously. Even if (in your eyes) the criticism is unjustified. Show interest in the <\/span>customer\u2019s opinion<\/strong> <\/span>and make it clear that you\u2019re listening to him, her or them. he customer\u2019s review is publicly available on the internet. Therefore, proper handling is crucial. Show other dissatisfied customers that you care about solving the problem and respond extensively to feedback.<\/p>\n In addition, we often read, \u201cwhat a shame to read that<\/em>\u201d without explicitly writing \u201csorry\u201d, whereas that can do wonders if a mistake was effectively made. So also just take responsibility when something really went wrong. Everyone makes mistakes and a customer is open to forgiving if you\u2019re honest about it, and apologize.<\/p>\n Don\u2019t send a third reply to someone who keeps responding negatively and is clearly not open to feedback. Then it quickly becomes a discussion and no longer a reply. A third reply is the time to continue the conversation offline and\/or privately.<\/p>\n A mistake on the website? <\/span>Bol.com<\/strong><\/a> <\/span>knows the best way to respond.<\/p>\n Coolblue<\/strong><\/a> <\/span>loves that their cardboard boxes get a new purpose.<\/p>\n Sometimes you don\u2019t need to say many words. And <\/span>Costa Coffee<\/strong><\/a> <\/span>know that better than anyone.<\/p>\nBe consistent and clear<\/b><\/span><\/h3>\n
Managing expectations<\/span><\/h3>\n
Dealing with negative messages<\/b><\/span><\/h3>\n
Respond with the right tone<\/h5>\n
Take criticism seriously and admit mistakes<\/h5>\n
The rule of 3<\/h5>\n
Our favorite examples<\/b><\/span><\/h3>\n
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