We’ve discussed in the past how customer service is the unsung hero of social media strategy, however, implementation is an important factor to keep in mind. 93% of customer service teams agree that today’s customers have higher expectations than ever before. We’ve compiled our top recommendations for community management that will improve customer advocacy and mitigate potential issues.

Compile a list of Frequently Asked Questions

This is the easiest way to avoid confusion and save valuable time. We recommend creating a shared document with your team that has baseline questions and comments that pop up on a daily basis. These responses can then be copied and pasted directly into a comment or direct message or saved as automatic replies directly in your Instagram DMs. This document can be updated with the most up to date information to keep everyone on the same page.

It’s important to customize responses as needed. In a blog on customer service statistics, eCommerce platform Gorgias reports that more than half of customers say that companies are generally impersonal, and implementing personalized customer interactions has been shown to increase customer loyalty, engagement, and faster innovation.

Choose the platform for your team to interact with customers.

There are a variety of different options for streamlining all of your incoming messages and comments. Depending on the amount of engagement your brand receives, you may want to invest in social media suites to assist you, such as AgoraPulse, Gorgias, or Sprinklr. While features will vary, most will give you the ability to upload your canned responses, label incoming messages for future reference, and assign messages to team members. You can also use Facebook Business Manager as well if you’re looking for a free option. This will improve your response team and ensure that nothing goes unanswered.

In addition to these initiatives, you may want to create automated messages. Messages can be set up to automatically reply if something is sent outside of business hours, or as a means to start out the conversation. This feature is already available natively on Facebook, and a version is in development on Instagram.

Communicate with your team

Of course, every message won’t always fit into your predetermined list of answers. It’s important to over-communicate to fill knowledge gaps and prevent potential customer service issues. This can look like flagging important messages or having a quick meeting to talk through problem areas. From there, you can see what works best for timeliness and workflow.

How can this help?

Listening to and engaging with your customers is a great way to establish your brand voice and nurture loyalty. Prioritizing their feedback gives you direct insight into what your audience is looking for. Being consistent and transparent is key, and your future self will thank you for it.