When you’re a brand on social media, it’s certainly true that high quality content is one of the most important pillars of digital marketing – but it’s social media customer service that can ultimately make or break your brand presence. No matter whether the interactions you receive from customers on social media are positive or negative, responding to your fans is a way to maintain control over how your brand is perceived.

Here are our three top tips to nail social media customer service first time, every time.

Sound human

Customers value authenticity. And in a world populated by brands that are all automated content and no customer interaction, this is where you can swoop in. Cut the robotic tendencies and try to come across as human. This means aim to address customer concerns, queries or praise with the voice of a person, rather than a computer. Make sure the language in your replies isn’t stilted or cold. Plus, if it’s appropriate for your business, you can add a name to the end of each reply, so customers know they’re talking to a real person.

Respond quicker

This one should be obvious, but so often the people behind the brand get sidetracked with running other facets of the business and put social media customer service to the side. This is a big no-no. Same-day responses should be your goal, and big brands should be responding within the hour (at least). If you can’t manage that, outsource your social media customer service to an agency. We know someone who can manage that…

Be consistent

An inconsistent messaging voice dilutes the strength of your brand. For great social media customer service, you need to make sure you are maintaining a consistent tone of voice across your social media. To avoid mistakes, implement a customer service messaging strategy amongst your marketing team, identifying key terms or phrases your will use, and ones to be avoided.

Don’t have time to be social on social media? Sodafizz know a thing or two about fixing that. Get in touch.