{"id":89,"date":"2020-06-10T10:17:58","date_gmt":"2020-06-10T10:17:58","guid":{"rendered":"https:\/\/staging.trooya.com\/blog\/?p=89"},"modified":"2020-06-10T10:17:58","modified_gmt":"2020-06-10T10:17:58","slug":"why-social-media-customer-service-should-speak-in-the-voice-of-customer","status":"publish","type":"post","link":"https:\/\/staging3.trooya.com\/blog\/2020\/06\/10\/why-social-media-customer-service-should-speak-in-the-voice-of-customer\/","title":{"rendered":"Why Social Media Customer Service Should Speak in the Voice of Customer?"},"content":{"rendered":"

\"brands<\/p>\n

The volume of conversations customers have with brands on social media increases each year. While most brands know what to say to a customer\u2019s query, few know how to. To clarify, we intend to highlight the way a brand sounds while conversing with a customer online. While replying to a customer, some brands mistakenly sound too formal and robotic. Sounding anything but warm or friendly isn\u2019t the best approach when conversing with customers online.<\/p>\n

<\/p>\n

\n
\n

A useful tip for making your social media responses a success is to speak in the voice of customers. Knowing your customer\u2019s online habits and picking cues to their preferences from their posts can help you speak in the voice of your customer. As they say, when in Rome, do as the Romans do. Of course, in this case, it will be speaking as the Romans speak.<\/p>\n

For instance, look at how two popular Twitter accounts speak to their users online.<\/p>\n

\"\"<\/p>\n

In the case above, an upset customer complained to American Airlines about the time it\u2019ll take for him to recover his baggage delay expenses. The brand redirected the customer to their helpline. When the customer clarified that he had called that number earlier and been told a wait time of a few weeks, the brand apologized. The brand answered each of the customer\u2019s queries in their standard official tone.\u00a0 While the customer thanked for the brand for its speedy responses, he ended the interaction with a concern about the wait time for baggage delay remuneration being too long.<\/p>\n

\"\"<\/p>\n

In contrast, the above example is an interesting case where a luggage query posed to Transportation and Security Administration\u2019s (TSA) official Twitter account met with a creative response. When a user queried about whether he\u2019ll be allowed to take his World of Warcraft themed power bank on the flight, TSA\u2019s approach reeked of MMORPG. TSA \u201cgot their geek on<\/em>\u201d and responded to the user while referencing to the World of Warcraft character after which the user\u2019s item in question was based on.<\/p>\n

Such was the nature of this conversation that the developers of the World of Warcraft couldn\u2019t resist joining in. Blizzard Entertainment, the developers of the MMORPG, replied to the tweet in a manner by referring to the game. It is interesting to note that TSA\u2019s initial reply got 47 retweets and 124 likes. Now that\u2019s L33T! TSA\u2019s refreshing approach garnered excitement from the concerned user and helped it garner high user engagement.<\/p>\n

Both cases help understand how customers expect the brand to sound humane, and not robotic while talking with them. If you want to make customers happy, speak in the voice of customers and establish a good conversation.<\/p>\n

Stay tuned to our blog for more such helpful pieces.<\/p>\n

\n
\n

Share this:<\/h3>\n
\n