Tips and best practices for customer support

[sakibkhan22197]

There are a few things to keep in mind when managing your customer support social channels.

Search and monitor conversations related to your business
It's important to anticipate customer needs before a problem arises. As one of our social media experts, Gabrielle Maheux , explains, "Customer support on social media isn't always just a question and answer session."

This means you also need to monitor conversations related to your brand and honduras phone number data respond to customers, even if they haven't contacted you directly. Here's how to do it.

Pro tip: Use quick search in Hootsuite to monitor keywords.

Hootsuite's Quick Search makes it easy to locate conversations about your brand and save them to your dashboard as a stream. You can search for keywords and hashtags related to support questions, or use location-based search to monitor and respond to social media posts in a specific region.

To perform a quick search, click the magnifying glass icon in the right corner of the dashboard.
Select the social network to search on.
Enter your search terms and press Enter.
Select Save as Stream in your social media profile tab.

Discover more benefits of Hootsuite by taking the free Hootsuite Academy social media training course .

To learn more about other monitoring tools you can use from within Hootsuite, click here .

Don't wait for questions and complaints: be proactive
If you're launching a new product, anticipate potential questions or issues. Use these to create informative content you can share on your social channels, such as demo videos or a blog post on best practices.

This will reduce the number of support tickets and boost customer interactions. For an in-depth look at the concept of proactive customer engagement on social media, check out our guide .

Pro tip: Store reusable content in Hootsuite.

If you have a Hootsuite Enterprise account , you can use the Content Library to store, organize, and share pre-approved customer support content on social media.

To create a content library:

Select the Editor icon from the Start menu.