You need to invest in a Customer Support Tool for Social Media — Here’s why!
Customer support has come to Socials and how.
Social media is one place where you have direct access to your customers and they, to you. Providing customer support on your social media is not only a way to retain your customers, but also a way to attract new customers, given the public nature of the platforms.
Your Support team needs to bring their A-game when it comes to providing support on socials because you have a lot of eyes on you. One mistake and you risk losing current customers and alienating future potential ones.
Which is why you need to streamline this process and get all the help you can to make it easier on your support agents. Know how you can do that? By incorporating a social media customer support tool or software, of course. Your support team definitely uses one for emails and chats, so why should you leave social media behind?
To make your decision easier for you, here are 5 reasons you need to invest in a customer support tool for your social media too.
1. To keep things more organised
The main purpose of a customer support software is to keep everything organised and maintain a flow of your To-Dos — no matter the volume of incoming tickets.
A good support tool will help you
— label conversations neatly,
— arrange conversations from the same user historically, and,
— help your agents reply to these conversations quickly.
Crowdfire Mentions helps organize your social mentions and conversations effectively. Don’t just take my word for it, give it a try yourself!
2. To make sure you never lose track of any conversations
If you’re a big brand, there’s a possibility you get a lot of social mentions on a daily basis. Now imagine, depending on the native platform notifications to keep a track on all these mentions. Two words. Big Mess.
Wait, don’t stop your imagination train just yet. Now imagine missing out on replying to a really time sensitive mention. I got another 2 words for you. Recipe for Disaster. Wait, that’s 3. But you get it right?
A missed mention tips the game against you before you can even start, so having a support tool to monitor your mentions is a big plus point. A support tool will help you keep a track of every single of your mention online so that you never miss out on replying to any of these mentions.
Crowdfire Mentions makes sure you never lose track of any of your social mentions or conversations. Get started right away!
3. To make things easier for multiple team members
If you have more than one support agent tackling incoming support requests, it might be a little difficult to manage your online socials. In the absence of a support tool for socials, it’s possible for multiple agents to reply to the same mention/user with different solutions. I cringed hard just writing that last sentence, imagine this happening in reality!
This is a big No No in the world of support and you don’t want this to happen on a public platform for sure.
Support tools let you assign specific conversations to specific team members so that no two agent reply to the same user unknowingly.
Each agent can stay in their own view, just like other help desk tools and manage their separate support requests. This also makes sure the agents aren’t overwhelmed with the other requests in the main Inbox.
Crowdfire Mentions makes it super easy for support team members to handle incoming mentions using the team assignment feature. Try it right away!
4. To automate parts of your support process
Social media can be a crowded place with a lot of white noise. Out of all the mentions you receive — not every single mention will be a genuine support request. Some might be spam while some might not even make sense.
A support tool will help you set automation to filter through these mentions with utmost ease, without the need for human intervention. For example, you can set rules to close conversations which include a certain spam word automatically without having to manually sift through these yourself.
Or you can set rules to tag or label conversations containing certain words to say, Help, or Feedback, or Random.
No more getting lost in a sea of unnecessary mentions for your agents. Automation saves you a lot of time and effort which your agents can spend delivering better support wherever needed.
Crowdfire Mentions lets you set rules and automation for your incoming mentions without the need of a human. Give this a spin right away!
5. To avoid having to log in and log out all day
If you have multiple accounts on the same platform, there’s a possibility you need to keep logging out and logging in to the different accounts to handle your social mentions. Or even rely on the old Incognito window method to be logged into the different accounts. Needless to say, this can be a time consuming and unorganised process.
Social support tools let you connect multiple social accounts to the same software which makes it easier to keep an eye on the mentions of all the different accounts in a single dashboard. There’s no more need to scramble around and keep logging into your different social networks.
Crowdfire Mentions supports multiple Facebook and Twitter accounts at the same time so that you can have an eagle’s eye on ALL of your mentions on these platforms within the same dashboard. Get to it right now!
Customer support tools exist to help you streamline your support process while making things easier for you. This is a long term investment which will bear fruits if you just give it a chance.
We’ve built Crowdfire Mentions to provide our users with an all purpose serving Customer Support Tool for Social Media and we promise you won’t be disappointed. Don’t waste any more time, get started with your 14 day trial right away!
