Social Media Orbital
Week #21

How Indian Government is using social media

In recent years, the Indian Government has taken appropriate measures to provide guidelines for the usage of social media and to maintain a free flow of information through the digital world.

The Information & Broadcasting (I&B) Ministry has set up the New Media Wing that acts like the eyes and ears of the government.
In the past eight months of setup, it has trawled more than 40 million websites to cater daily social media reports for the PMO, the National Security Advisory and top bureaucrats.

The social media hub for the government also monitoring the integrated information from electronic and social media. Platforms like Twitter, Facebook, YouTube, etc. are closely observed to understand trends related to the government.

Let us consider the example of Ministry of External Affairs:

MEA has directed all grievances to the account of the Special Secretary for Passport and Visa.

The efforts taken by the Secretary are commendable and most issues are openly resolved leveraging Twitter as a support platform.

Social media is also a vital information distribution system for the government.

Delhi Traffic Police posts always-updated traffic alerts, helping citizens remain pro-active in their plans for navigation across the city.

How social customer care can improve brand health

The customer support arena has evolved through various stages of technologies and trends in the past decade, social being the center-stage now.

Following the trend of social care, companies improved their investments in social media and another race of being the most engaged brand continues. While adopting a social-first policy can ensure engagement, but being consistent in customer support goes far beyond maintaining brand channels with viral promotional campaigns.

According to a recent report from Bloomfire, companies are going extremely wrong with their customer service approach and has accentuated vital insights.

Key Takeaways:

· 80% companies believe they deliver a superior customer experience, while only 8% of the customers agree.

· 3 out of 4 customers will invest more in a brand with better customer experience.

· 71% of consumers who received positive social care will potentially recommend the brand to others.

· Only 1 out of 3 customers felt that their queries are handled quickly and efficiently.

· 26% brands faced a dip of brand reputation due to negative social comments.

· 58% of the customers who experience social care agreed that it improved brand loyalty.

· Customer support agent productivity boosts by 6.5% with social care programs.

How to thank your customers on Twitter

There can be numerous ways of thanking your customers on Twitter, the easiest being marking their content as favorite.

But being a creative brand, you may want to go beyond regular customer support.

· Follow them and share their content

· Delight new users with a surprise offer

· Feature them on your brand channel

· Reward loyal customers

How to handle the social media crunch

· Keep the rescue plan ready

The brand must follow a social media response policy and maintain the brand identity under all situations. The social media team should keep the crisis plan ready ahead of time.

Plans for escalations within the organization and channels for an outward communication should be present in the policy.

· Respond with patience and empathy

During a crunch, being patient should be one of the long-term qualities that the team should portray. Certainly your customers must be disappointed by the unexpected turn of events, but they deserve your empathy to be acknowledged.

A precise, actionable response can control the situation and makes sure that the customer is well informed about what is possible at that moment.

· Reply to negative comments with a personalized touch

Negative backlashes can collectively demotivate the team, but adding personalized responses can pacify the unpleasant experience.

Users should feel that your support team actually cares about their issues and is hopping on their toes for timely resolution.

· Monitor the crisis

While the crunch continues, it’s the best time to keep track of your social media tools for monitoring the situation and gaining relevant crisis alerts.

Keep eliminating spam coming from set keywords and hashtags to filter out the noise.
Send rapid responses to everyone and uniformly inform all about the issues.

We hope you enjoyed the refreshing social customer service insights.

Keep sharing if you liked it and we await your valuable feedback.