Facebook is arguably the most popular channel for customer service on social media. But it is by no means the be-all-end-all. With new social media platforms emerging now and then, your startup company has plenty to choose from. But which ones are worth jumping into? And how do you use these effectively? Let’s take a closer look.
Customer Service On Tiktok
TikTok is arguably one of the fastest-growing social media websites that came out as of late. And in 2021, it hit its biggest milestone yet. The video-sharing service has overtaken Google as the most visited website. Read that: Google, the search engine that nearly everybody uses.
Image from Beebom.
But even with that distinction, not every business is keen on jumping on the platform to serve their customers. After all, the platform is known more for funny videos and dance challenges. However, a growing number of large and small companies are taking a second look at it and discovering what it can do.
How Your Startup Company Can Take Advantage Of Tiktok
Your primary customer service content will, of course, be videos. Previously, the site only allowed users to upload just 60-second clips. That can make it rather hard to deliver service content. The site has since increased its video length limit to five minutes.
You might still find this one a bit limiting, especially for topics cover a lot of time. But there is a workaround for that. You can chop longer content into smaller parts and upload them consecutively. That also makes it easier for people to go to the specific section they need.
Outside of traditional videos, the site also has other features you can use for providing customer service.
- TikTok Q&A: This lets users ask questions in the comments section, which you can then respond to on your next video.
- TikTok Live: The feature works similarly to other “Live” functions, letting you do real-time streams.
- TikTok Stitch: You can create videos based on another user’s clips. It is another good way to respond to user queries.
As you can see, these are more on the informal side. That is great since it lets your customers engage with you more freely. It also helps break down the barrier between you and them, encouraging continued communication.
One thing to remember when providing customer service content on TikTok is that the site is often geared towards lighthearted content. As such, you would want to make your videos reflect that orientation. Do note that this might not be everyone’s cup of tea, so you should experiment.
Customer Service On Instagram
Instagram is another popular social media platform that a startup company like yours can jump into. However, you might often use it for marketing and promotions. So, you might wonder whether you can tap it for customer service.
Image from The Media Lab.
Unsurprisingly, the answer is yes. But like TikTok, there is a bit of informality here. After all, most people use Instagram as a discovery tool. Thus, be ready to entertain some customer inquiries that might not match your standard customer inquiry process.
How Your Startup Company Can Do It?
The first thing that you would want to do when creating your Instagram page is to switch to a Business Profile. That will let you add a Contact button to your profile. With it, you can include a physical address, phone number, and email address. Additionally, you can add links to specific pages you might want to send customers to.
Another advantage of using an Instagram business profile is you can tag products in your posts. With that, you can direct your followers to specific products faster. You can also create shoppable posts for faster transactions.
Responding To Customer Questions
Comments and direct messages will be your means of connecting with customers on the platform. If your business receives plenty of such messages, it is a good idea to set up a separate account for customer service. That will make it easier for you to consolidate all those messages. Additionally, you can better focus on creating service-related content, instead of it being mixed up with other content.
Image from SKED Social.
Another nifty trick is connecting your Instagram customer service account to Facebook. That is also an effective way to consolidate messages, as you can view everything within the native Messenger app.
To better cover all the messages that come your way, take advantage of the Quick Replies feature. It lets you set up short responses to common customer messages. However, don’t just go for generic responses. Look for your customers’ most common pain points and build your responses around these. Customers will welcome these more.
Customer Service On Snapchat
Snapchat may not be the most popular social media channel, but your startup business can still use it for customer service. The site primarily focuses on sending different content (images, videos, and text) that the receiver can view within a set period. This ephemeral nature of the content is great for generating more interest in your content.
Image from Web In Travel.
Another feature of the platform is the different augmented reality filters you can use to decorate your content. While these might seem too cutesy, they give you a novel way to draw attention to your content. You can even create your filters for added branding.
How Your Startup Can Use It For For Customer Service
With its unique features, Snapchat can give your startup company’s customer service strategy a new spin. One such way is by offering face-to-face live support through video chat. That is a great way to make the support session less tense for customers since they get to see who they are walking to.
Image from Hootsuite.
One great thing about this video chat feature is that your customer isn’t tied to a desktop computer. It readily works on mobile, meaning they can do the chat session while on the move. If you are starting the support session via messaging or phone calls, you can offer this for customer convenience.
Another way to offer customer service is by launching Q&A sessions. Here, you can answer the common concerns your community has in real-time. After that, you can save the video easily and make it available for future customers.
Serve Your Startup Company Customers Better On These Social Media Platforms
As you can see, these social media platforms can add a new dimension to your customer service strategies. But to get the most out of them, you need to have a team to handle each channel. We at Virtua Solutions are experts in helping people on different platforms. Sign up with us today and extend your social media reach beyond Facebook.