How to Provide Great Customer Service on Social Media

As a beauty service provider, a lot of your customer service inquiries will come through social media because that's how clients find you. Because of this, you may feel like your messages are never-ending. Here are my tips for handling customer service via social media that will save you time and keep your clients happy. 

Make a Schedule 

Customer service inquiries can become overwhelming if you don't have time scheduled to answer comments and direct messages. Try scheduling thirty minutes to an hour each morning and evening to answer questions from your followers or customers. A schedule will eliminate the feeling of being glued to your phone, and it also lets clients know when they can expect to receive a response from you. 

Direct Your Clients to Information that is Already Available 

I have spoken in previous blog posts about having a 'Frequently Asked Questions' (FAQ) section on your website, Instagram, and social media pages. Your FAQ page should contain basic information about you and your business, such as location, business hours, what type of services you provide, and more. This page should be uniquely tailored to you and your business. When you have basic information about your business already prepared, you can direct your customer questions there instead of answering the same questions over and over again. When a customer comments and asks a question that you have already answered on your FAQ page, this is how you should respond:

 "Hello! Thank you for asking, you can find more information about that here: (link to FAQ page). Please let me know if you have any more questions." 

Turn on Quick Replies for Instagram and Facebook Messages

Facebook messages have a great feature known as Automated Responses. Automated responses will save you so much time when it comes to answering basic questions about your business via DM. When a customer messages you, Instagram or Facebook will instantly send them a default message that says, "Hi, thanks for contacting us. We've received your message and appreciate you reaching out." You can edit this message to say anything you would like. For example, your automatic reply might say, 

"Hello, thank you for reaching out. I can't wait to talk to you. My books open on the last day of each month. I'm located in Atlanta, Georgia. You can view my frequently asked questions here: (link). If your question isn't answered there, I'll be happy to chat with you during my customer service hours of 9 AM to 10 AM and 6 PM to 7 PM. See you soon."

Automatic replies will save you and your customers time. They don't have to wait for your response to find out basic information about your business. They also will know when to expect a reply from you for more in-depth questions. 

Auto replies must be set up through the Facebook account that is connected to your Instagram business account. Here is how to turn them on www.facebook.com/business/learn/lessons/set-up-automated-responses

BONUS: Here are some quick lines to use when talking with customers via social media. 

• Hey! Thanks for asking. All appointments can be booked using the link in my bio.

• Thank you for asking. I'm currently booked up for the month. My books open again on:

• Thank you! You can book this same service under:

• Thanks for asking! The product used in this service is:

• Hello! Thank you for asking, you can find more information about that here: (link to FAQ page). Please let me know if you have any more questions.

• Hey. Great question. I'm going to answer it via DMs.

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