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Social Customer Care

How do other professionals address social media customer care? Learn tips on how to level up your social media customers service.

  • 27 Topics
  • 139 Replies
27 Topics
J
Engaged User
jo.smithEngaged User
posted in Social Customer Care
Recruitment Fraud: Job Scams

How is everyone dealing with the constant job scams and recruitment fraud? It used to only be on LinkedIn and we could get the scammer’s profile taken down but they are now just using text or apps like Signal or WhatsApp and basically un-reportable. We’ve reported each incident to the FTC and any apps where they took place, we’ve worked to have domains and emails shut down. We’ve got a pinned post on LinkedIn, Facebook and Instagram and we respond to all reports (public and private) with info on recruitment scams, how to report them and where to lean more. We’ve also added a banner that pops up when you visit our career site.  Want to make sure we’re doing all we can to protect our communities, our reputation and our Talent Acquisition team who are constant targets of impersonation, especially as we continue to post legitimate jobs on social etc. 

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emily.murray
Engaged User
22 days ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
Community Question: Customer Care ChallengesGiveaway 🏆

It’s time for a giveaway and we would love to hear your thoughts! Answer below question for a chance win Arboretum Swag! Submit your answer to the below question by Monday, July 31st for a chance to win. Community Question:What do you believe is the most significant challenge faced by businesses in providing effective customer care on social media, and how do you think they can overcome it?Submit your answer to the below question by Monday, July 31st for a chance to win the below:  

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konze
New User
2 months ago
R
Engaged User
robbie.schneiderEngaged User
asked in Social Customer Care
Launching an employee advocacy program?

For those of you who have launched an employee advocacy program, can you share some of the successes and struggles you had in getting team members on board? We’d love to start one but resources (platform costs and staffing) are concerns.

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V
New User
4 months ago
E
New User
enstack.marketingNew User
asked in Social Customer Care
Failed Posts on all platforms

Just this week, all our scheduled posts since Friday failed even though all our social media accounts are connected to Sprout. I tried to reach out to Sprout Support Center but I still haven’t received any reply until now. This is really affecting our social media performance. Anyone care to help?

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S
Advanced User
4 months ago
S
Frequent User
sarah.markiewiczFrequent User
asked in Social Customer Care
Facebook Advertising Access Resitricted

Hi, hoping someone can help me out! My advertising access has been “permanently restricted” on Facebook and I manage multiple pages for my company. I think the issue is that I hadn’t had a personal Facebook in years, but created one when I started this new job. Thinking it’s because I don’t have much history on Facebook on my personal account and jumped right into acting as admin for a few accounts.  Long story short, I know it’s nearly impossible to get in touch with someone at Meta - SOS! Any tips or tricks? 

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S
Advanced User
4 months ago
M
New User
marketing.swiftwickNew User
asked in Social Customer Care
Customer Service Email on Social Post?

Hi everyone! We’re creating a video for social that answers a FAQ for our customers. We’re considering adding our customer service email at the end of the video for users to have another place to reach out but are concerned it will lead to potential email overload.  Have you tried this, and did the pros outweigh the cons?

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S
Advanced User
4 months ago
P
Frequent User
payton.beckerFrequent User
asked in Social Customer Care
Health Care Organization Joining TikTok

Hi everyone! My health care organization is slowly starting the process of launching a TikTok account.My questions are;How should we be responding to comments/questions?Do we respond to only the not so nice comments? Do we let negative comments whittle away and pay them no attention? Appreciate any insight you may have from a large brand’s perspective! Thanks!

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S
Advanced User
4 months ago
dan.levey
New User
dan.leveyNew User
posted in Social Customer Care
Facebook Hacked

Hey,  My personal Facebook was hacked and it’s tied to all the accounts I manage for my company and the ad accounts. I have two factor authenication. I have spoken to Meta twice, they said they got rid of the bad actor, but it appears that bad actor is still there trying run ads through our business manager account. Has this happened to anyone before? Any advice?  Thanks, Dan

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dan.levey
New User
5 months ago
Gayatri Shukla
Community Manager
Gayatri ShuklaCommunity Manager
published in Social Customer Care
Community Question: What brands are acing customer care on social❓

Sprout’s content team recently launched a new monthly series over at our Insights blog: ‘Post Performance Report’, where they’re curating and analyzing recent, stand-out brand social moments and dissecting what makes them so genius. In the first-ever installment of this series, here’s a look at 5 brands (and 1 creator) who are kicking off 2024 strong, including:Independence Village Senior Living’s joy-filled TikTok presence Topicals’ brand trip to Ghana and why it was a creator content goldmine Calvin Klein’s timely new celebrity campaign (can we get a “Yes, chef”?) In February, this series will zoom in on social customer care 🔎. Answer the Community Question below by February 6, 11:59pm CT, for a chance to win one of three packages that include an Arboretum tote, notebook, mug, sticker, pen and power bank, AND be featured on Sprout’s Insights blog! 💫 Chime in below for a chance to win! 🎁 The Promotion begins at 10:00 a.m. Central Time (“CT”) on February 2, 2024, and ends at 11:59 a

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Jonathan Zuluaga
Community Manager
8 months ago
M
Frequent User
mollyriihi
asked in Social Customer Care
FAQ bible

Hello!  I am working to build out a community management document with FAQs for a client. Keen to hear from other community managers/ SMMs if you have found a template or a ‘best practice’ for this type of thing. Conscious it will contain many strands, i.e product queries, warranty questions, lifestyle questions etc, I am keen to keep it practical and organized.  Any tips, ideas, or templates welcome! 

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M
Advanced User
8 months ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
✨Giveaway Extravaganza: Day 10 ✨HOLIDAY GIVEAWAY EXTRAVAGANZA

How do you deliver exceptional support?Reflect on a time when you successfully turned around a challenging customer service situation on social media. What strategies did you employ to ensure a positive outcome? Share your insights and experiences to inspire others in handling similar scenarios with finesse and empathy.How to Participate:Reply and share your perspective to this question in the thread below for a chance to win a Desktop Ring Light, $25 Amazon gift card, Arboretum Canvas Tote Bag, and a Charger Pack.📆 Want to see the other giveaways? See the full line-up here:  The Promotion begins at 9:00 a.m. Central Time (“CT”) on December 22, 2023, and ends at 11:59 p.m. CT on December 22, 2023. To participate in the promotion, engage with the outlined discussions by answering 2 unanswered questions & replying in the thread for the chance to Desktop Ring Light, $25 Amazon gift card, Arboretum Canvas Tote Bag, and a Charger Pack. A $110 value. One prize will be awarded. No purcha

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Jonathan Zuluaga
Community Manager
10 months ago
glory.rohde
Frequent User
glory.rohdeFrequent User
asked in Social Customer Care
LinkedIn Not Employees

Hello all, I’ve been struggling with this issue ever since taking over the management of the social channels at my current workplace. Since we are an association with so many different chapters, divisions, student chapters, committees, etc… and they often are made up of an international member-base, we get a lot of people listing as working for us on LinkedIn when they don’t.Shoutout to all the other association people on here! Can you share what you’ve done to help guide your members in the removal of their employment record on LinkedIn? I’ve commented on a few suggesting they change the record to the specific chapter they are associated with, but a lot of those groups don’t have a LinkedIn page.Thanks in advance!

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glory.rohde
Frequent User
1 year ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
Community Question: Customer Care Insightsgiveaway

It’s time for a giveaway and we would love to hear your thoughts! Answer below question for a chance win Arboretum Swag package! Submit your answer to the below question by Monday, October 30th at 11:59pm.How do you currently share insights from social with other teams?*The Promotion begins at 11:30 a.m. Central Time (“CT”) on 26 October 2023 and ends at 11:59 p.m. CT on 30 October 2023. To participate in the promotion, answer and reply to the outline discussion questions. No purchase necessary. There will be a total of 5 prizes awarded. Each prize will consist of a Moleskine Large Journal, tote bag, echo waterbottle, eos chapstick, branded power charge and Arboretum sticker. Limited to those 21 years or older. Open to legal residents of the United States (with the exception of Hawaii), the District of Columbia (“D.C.”), Puerto Rico, Guam, American Samoa, and the U.S. Virgin Islands. Information provided to Sprout Social, Inc. is subject to our privacy policy. For details, see this pro

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chasity.rodriguez
Engaged User
1 year ago
Laura Porcincula
Community Manager
Laura PorcinculaCommunity Manager
published in Social Customer Care
🎥 Elevate your Customer Care and Drive Loyalty - Recording & RecapRecording

This event has already taken place; please scroll down to view the recorded footage. Join us tomorrow, Wednesday September 27th and gain valuable insights as True Classic’s Social Community Manager, @tiffany.torbik joins Sprout Social’s @steph.hermanson to share unique ways to elevate your customer care and innovative ways to create a unique brand voice. You'll also walk away with unique strategies to engage with your audience more authentically with practical strategies for immediate implementation, all of which will help drive ultimate brand loyalty.RSVP Now!  About our speakers: If you missed this session live, here’s the recording:Thread your questions for @tiffany.torbik and @steph.hermanson below! 

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Laura Porcincula
Community Manager
1 year ago
J
Engaged User
JacquiEngaged User
asked in Social Customer Care
Page admin unable to log in

One of the admins for my Facebook page is no longer able to log in to her profile, so she cannot access our page. She accidentally deleted FB from her authentication app, so she’s unable to provide the code for two-step authentication.Has anyone had success getting around authentication codes or verifying identity another way? She is still able to log in to IG and post to FB from there. Any help appreciated. Thanks! 

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J
Engaged User
1 year ago
craig.cordell
Advanced User
craig.cordellAdvanced User
asked in Social Customer Care
How to drive community engagement with social?

👋 Hi! I’m Craig, Community Manager with Goosechase. 🪺 We recently launched our very own online community, The Nest, to connect Goosechase creators, share resources, and host events. We currently use the Smart Inbox to find current customers using the app that may benefit from joining the community and sharing a link.🗣️ Does anyone have experience driving new community signups and engagement with social? What tactics have worked for you? What’s the best way to generate a new post in your community?

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Gayatri Shukla
Community Manager
1 year ago
tiffany.torbik
Advanced User
tiffany.torbikAdvanced User
posted in Social Customer Care
Being a Consumer in Q4

Gearing up for Q4 and thinking about the training we will put forth to our team. Feel free to answer ANY that apply to you:  What are some aspects you enjoy or look for when shopping with companies online through Social platforms? How do you prefer to interact with companies during the holiday season? Are there any specific elements you appreciate during this festive time? In your experience, what makes you a loyal customer to certain companies far beyond Q4? Are there specific factors that keep you coming back? How important is prompt and personalized customer service to you when engaging with companies online? Do you value proactive assistance from companies, such as proactive outreach about promotions or relevant updates? What channels or methods do you find most convenient for communicating with companies during your shopping experience? During the holiday season, do you have any preferences for how companies should interact with you, considering the busy and festive ti

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tiffany.torbik
Advanced User
1 year ago
M
Frequent User
modsquad.social teamFrequent User
asked in Social Customer Care
Youtube Ads content

Hi there, Does anyone know if comments from Youtube ads stream into Sprout’s inbox?

161
tiffany.torbik
Advanced User
1 year ago
Laura Porcincula
Community Manager
Laura PorcinculaCommunity Manager
published in Social Customer Care
🎥 The Value of Reputation Management: An Educational Short3-Minute Video

Hi friends,Managing your reviews online is more important than ever. Learn more about the value and benefits you’ll see through reputation management! Want to read more? Building a better reputation with reviews Social proof: How to use psychology in digital marketing Reputation management: How to stay in good standing with your audience

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Laura Porcincula
Community Manager
1 year ago
Laura Porcincula
Community Manager
Laura PorcinculaCommunity Manager
published in Social Customer Care
🎥 WATCH Grow Sessions: Building a Brand Community!

Join @talissa.beall and @Madison.Masterson tomorrow for Grow Sessions: Building a Brand Community, as they delve into the secrets of creating a thriving brand community that captivates and inspires.In this event we will:Gain a deep understanding of what makes a brand community truly special Discover the remarkable benefits of cultivating a passionate community Explore the techniques for building an engaging brand community Examine the abilities, tactics, and resources needed to build and manage a brand community Find out what makes a brand community manager different from a social media manager And, learn about the key components that make will make your brand community thrive UPDATED:🏆Congratulations to our engagement winner @craig.cordell who won our book and water bottle giveaway!Please keep an eye out for a private message from us so we can get your mailing address.🔴 Did you miss the session? Watch the recording now:

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craig.cordell
Advanced User
1 year ago
ronnie.gomez
ronnie.gomezSprout Team
published in Social Customer Care
How to make customer service efficient & the metrics to measure

 The growing challenge of balancing quality and speed in customer service as consumer expectations continue to rise.With social media now playing a major role in customer interactions, it's more important than ever to deliver efficient, high-quality service to build a strong brand reputation. The article offers insights on how to achieve this balance and exceed expectations without overloading your team's resources. Metrics to measure customer service efficiencyTo track support efficiency, consider measuring:Average first reply time: The time it takes for your team to send out the first reply to an inbound customer message within business hours. Average reply wait time: How long customers wait in between responses until their issues are resolved. Total received messages: How many total customer messages landed in your inbox. Reply or response rate: The rate that brands respond to messages or comments they receive on a daily basis. Resolution rate: The percentage of customer inquiries t

200
ronnie.gomez
1 year ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
4 tips for managing customer data end-to-end (and how social media can help)

When it comes to data collection, there are infinite things you can learn about your customers. From basic attributes (like name, email address and demographics) to how they interact with your brand online (engagement, cost per click and conversion metrics). You can track their purchasing behavior (order history, average order value, usage) and source attitudinal data (voice of customer, sentiment and psychographics).Get all the details and the full article here: https://sproutsocial.com/insights/managing-customer-data/

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Jonathan Zuluaga
Community Manager
1 year ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
📆 Surviving the Holidays: Data, Strategies and Customer Care TipsEvent

The holiday shopping season is the busiest time for retailers and consumers. With an increased focus on social media usage for e-commerce in the past few years, we expect a considerable increase across the market. From customer care to traffic, businesses should be ready to see 18% more social messages during the holidays according to the newest data from Sprout Social. In this pre-holiday event, we will speak with Sprout Social’s Aubree Smith to discuss some of the newest data, strategies and predictions for brands. The goal of this event is to give our community members tangible ways to prep and provide the data to inform their strategies.Attendees will walk away with: The newest research and data for the 2022 holiday season  Ideas to ramp up strategies and customer care team for holidays Real-world examples of how brands/retailers are prepping for the end of year and the steps to  execute on your campaigns RSVP NOW:  

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Jonathan Zuluaga
Community Manager
2 years ago
aubree.smith
aubree.smithSprout Team
published in Social Customer Care
Season’s greetings: Retailers can expect 18% more social messages during the holidays

According to Sprout's listening data, retailers can expect a 18% increase in social media messages this holiday season—yet, brand response rates are on the decline.Although experts expect to see a 7.5% increase in sales in brick-and-mortar stores and ecommerce channels alike, high inflation rates will force consumers to tighten their budgets. Start planning for a more competitive holiday season by developing a foolproof customer care strategy on social.Get the full details of the report: https://sproutsocial.com/insights/holiday-retail-data/  

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aubree.smith
2 years ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
🎥 Watch now: 3-Minute Webinar, Social Customer CareVideo

Exceed your customers’ expectations and deliver responsive, tailored experiences on their communication channel of choice: social media.   

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Jonathan Zuluaga
Community Manager
2 years ago
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