In this video, we'll show you step-by-step how to start social media customer support for your brand. We'll help you manage social media customer requests from inside your help desk.
Facebook has over 2.6 billion monthly active users.
Twitter has 330 million active monthly users.
This shows that extending social media support services is no more a question.
[0:13] Why do you need a social media support channel for your brand?
4 main reasons to build a social media customer service channel
1, You can be there for your customers, wherever they are.
2, It is quick and convenient for your customers.
3, Your social media responses may become references for other customers.
4, It's mostly asynchronous and scales well.
When your customers reach out to you with a problem in social media, do not say " We will pass it to our customer support team". It instantly hurts customer experience and worse, in front of the public eye.
Well, the good news is that with the right help desk software, your customer support team can directly manage social media requests straight from the help desk.
[0:59] How can you link your social media pages with Zoho Desk?
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[2:55] How can you manage your agents to deal with social media tickets?
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[4:20] How to assign social media tickets to the right agents?
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[06:11] How to maintain accountability and raise efficiency using help desk automations?
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You can assign dedicated agent(s), set SLAs and automation rules, and generate reports for the support tickets dropped from the social media channel. You can include social media support best practices to make sure you deliver high-quality support and great customer experience.
All the successful brands around the world are using social media not just as a marketing channel but also as a tool to provide instant customer support. It has become a platform for asynchronous communication, where you can truly "listen" to your customers, and solve their problems instantly.
An efficient omnichannel help desk software such as Zoho Desk makes your life easier by helping you simplify the complex support processes.
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Customer service, easier done than said.
Zoho Desk is the industry's 1st context-aware help desk software with omnichannel communication, self-service, advanced automation, and intuitive AI.
Read through all the features and functionalities of Zoho Desk:
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