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A few of the laborious tasks of handling social media accounts is replying to comments and direct messages to make sure that all inquiries are answered. ZoomSphere’s Customer Care Module streamlines this process by allowing you to 1) assign different facebook pages to staff members and or 2) assign a group of facebook pages to a staff member.

Before having access to a social media management tool, your usual process would have been to check each facebook account separately with numerous tabs for them. Although that works just fine, using ZoomSphere’s Customer Care Module allows you to do more with less time, improving overall productivity.

This is part 5 of a 6 part module article. See list of articles below:

Overview

Just like ZoomSphere’s Social Media Feed Module (SMF), the Customer Care Module comes in two interfaces – statistics and customer care view. The module also has extensive filter functions such as filtering by post type, date range, assignments, tags, labels, and by profiles. To see how these work and experience ZoomSphere’s platform, you may sign up for a free trial here.

Setting Up

customer care module set up

  1. Select “+ NEW MODULE” from your ZoomSphere dashboard.
  2. Beside “Module Type”Scroll down and select Customer Care”.
  3. Fill in your module names and labels accordingly.
  4. Under “Connected Profiles” select the profiles you would like for this module to monitor.
  5. Set up “Alerts & Exports” according to your needs. To change “custom selection of labels” select Menu on the top left corner and select Settings> Advanced Settings.
    *You need to be a master account to change these settings
  6. Apply rules accordingly with the “Rules” tool.
    IF: Message Content, Message Recipient, Message Source, Message Type, Message Author Name, Original Post Content
    THEN: Assign to, Email, Set Label, Set Status, Set Tag
  7. Select “Save Module” once done.

Module Interface

Our Customer Care Module presents you an interface that’s divided into three panels that has added functions that you can utilize for better customer care management.

  1.  Interfaces
    1. Task Manager panel or your messages panel is your left most interface that aggregates incoming customer messages.
    2. Work Panel is the middle section of the interface and it’s where you handle your incoming messages from Task Manager. In this section, you may tag and assign incoming messages accordingly.
    3. Customer Information Panel is in the right most column that provides additional information about your followers. This information is editable based on your interaction with your customers.
  2. Tools & Features
    1.  Filter messages by source, type, pages/ profiles, tag, label, and date range. The filter parses your messages chronologically regardless of message type. This enables you to eliminate overlooked messages which often happens when you don’t have a social media tool. Once an incoming message is answered, you may also archive it so that it will no longer appear in the Task Manager. This makes for better management to identify how many more messages you need to answer.
    2. Notes Tool – this allows you to input additional information about the customer or requests. You may also email this particular message by typing “@” in the notes tool and select a staff member. That will automatically be sent to the staff’s email after you complete the notes. This is a neat feature when you are mobile and have no access to ZoomSphere’s desktop platform. You may reply directly from the email and it will send that reply as a notes back to ZoomSphere.
    3. Reply with pictures. You may reply with pictures to comments, but not direct messages.

Module Tips

  1. Assign several accounts to one person. Alternatively, you may also assign several accounts to several people. If your agency has a multitude of clients, it will be taxing to handle all accounts at once. So time management and quality support is key.
  2. Assign rules to notify you for very important keywords like “sign up, signing up”; “thank you” to respond to gratitude; or “sale” if any of these are relevant to you. You wouldn’t want to miss out on special leads, sales, or engagement opportunities.
  3. You may also assign rules and then prioritize based on your rules. For example, technical concerns, customer complaints, service requests, or service outages should have varying priorities on your list.

Customer Care Tips

  1. Time is of the essence. While assigning several staff to your accounts increases your productivity, there are other ways to be more time efficient.
    1. Let your customers know when they should expect a timely response. Generally, a customer will expect to receive a feedback within 24 hrs. All the better if you can do it much faster.
    2. Use facebook instant replies to engage with your customers the moment they send an inquiry. You can learn more about facebook instant replies here.
    3. To take it a notch further, you can also assign bots for instant replies. Learn more about it here.
  2. Use the right tone of voice. This depends on your brand’s voice. Is it quirky, clever, or outgoing? Use this same tone of voice for uniformity.
  3. Be courteous. Customer care means you actually care for your customers’ needs pertaining to your products and services. Don’t sound like a robot when handling your customers. They will feel more special if you are more courteous.
  4. Don’t be defensive. You could lose a customer based on his/ her bad experience with customer service.
  5. If you’re having a software or product issue, you don’t necessarily have to reply to all your customers via private messages. It’s best to tackle the issue with a public announcement on all your social media platforms. In this way, your customers are updated with the same information.
  6. Pay close attention to what your customers are saying when they inquire. Numbers on a chart are great indication to measure ROI. Looking past them is to see the kind of conversations and interactions your brands are having with your customers. You can only determine positive or negative feedback through your customer’s engagement with you. So take note of them.
  7. Message your competitor’s facebook accounts and see how they respond. You can get valuable insights to their timely response and the type of responses they provide. With that information, improve your own customer service.

What do you think about our Customer Care Module? Do you have any suggestions for improvement? Let us know in the comments. We’d love to hear your feedback!