With all of your marketing strategies, research analytics and brand building, you are going to have plenty of accounts and channels in which you communicate with your clients, especially on social media. Yet, if you don’t have a separate account for support issues, you are missing a critical element of your company’s customer service platform.
Of course, your marketing team is hard at work promoting your brand and engaging clients but what happens when a client needs help with a product? How about a refund? Or what if they need to understand the terms of their warranty?
This is where your trained customer service reps come into play. They may be ready to answer phone calls or reply to email but you should have a separate account on each social media platform that you use that is dedicated to simply support and tech issues. Your marketing team is not the ideal candidate to answer questions about rewiring a glitch in your product and having every single function of a company happen on one account can be overwhelming for your business AND your customer.
Be sure to keep a firm separation in order to maintain balance for your clients and not have customer issues slip through the cracks. Depending on the size of your company, what you offer and how many customer service requests you field, you may want to further break down accounts by department, products/services, locations or even by type of content delivered. If it makes sense for your company to break up the focus, you should already be doing it.
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