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Customers expect a quick response when they reach out to businesses on social media. However, businesses may not be able to respond to every message instantly. It is therefore important to set clear expectations around response times so that customers know when they can expect a response. For example, businesses might state directly on their social media profiles that they will respond to messages within 24 hours.<\/span><\/span><\/span><\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"cab2efb3-c812-48c5-9ec9-f172da07032b","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Set a Clear Response Time"},{"content":{"params":{"text":"

As we all know, social media platforms can be a breeding ground for negative comments and abusive behaviour. Businesses should therefore have clear guidelines around what is acceptable on their social media accounts. This can include rules around language, tone, and the types of comments that will not be tolerated (i.e., will result in being blocked from engaging with the brand\u2019s channel). Clear guidelines can help set expectations for customers and ensure that interactions are respectful and professional.<\/span><\/span><\/span><\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"63a6a9f2-4c93-46bf-b7b7-771a833bfc92","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Provide Clear Guidelines for Acceptable Behaviour"},{"content":{"params":{"text":"

As the relevant technology continues to improve, automation and chatbots can be used to set customer expectations for response times and availability. For example, businesses can use automated responses to let customers know that their message has been received and that a representative will respond within a specified timeframe. Chatbots can also be used to handle simple queries and let customers know when a representative will be available to respond to more complex issues.<\/span><\/span><\/span><\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"4233c419-d7bd-46ea-a7d2-35e055e13f58","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Use Automation and Chabots to Set Expectations"},{"content":{"params":{"text":"

Businesses should strive to communicate proactively with customers on social media. This can include sharing updates on known issues or delays, notifying followers of product launches, and providing helpful tips and advice on using products or services. Proactive communication can help manage customer expectations and pre-emptively reduce the number of inquiries and complaints.<\/span><\/span><\/span><\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"abcb7248-c5a5-4425-a24c-28c6cf0f1cd9","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Communicate Proactively"},{"content":{"params":{"text":"

Businesses should monitor their social media channels closely for customer inquiries and complaints (recall our discussion of social listening earlier in the module). This can help a business identify issues early and respond to them quickly. By being both proactive and responsive in this area, businesses can help manage customer expectations and build a positive reputation for their brand through their social media presence.<\/span><\/span><\/span><\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"b1d84001-9897-4e1e-9afd-5df9cb715fe7","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Monitor Social Media Channels Closely"}],"hTag":"h2"}

Setting Expectations for Customer Service in Digital Marketing

Liam Stockdale