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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 customer service.

  • 57 Topics
  • 232 Replies
57 Topics
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
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
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
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
Giveaway Day 9: Share Your Social Customer Care Wins & Tips! 💬Holiday Giveaway Extravaganza

Welcome to Day 9 of The 2024 Holiday Giveaway Extravaganza! Today, we’re shining a light on the wins, lessons, and creativity it takes to handle social media customer care like a pro.Here’s What to Do:1️⃣ Create a new post in the Social Customer Care Forum with a tip or story about a memorable experience in social media customer care—whether it’s a win, a funny moment, or a creative solution that worked for you.2️⃣ Engage with at least two other posts to swap ideas and celebrate your peers’ success.Today’s Prize:One lucky participant will win a Walking Pad and a pair of Beats High-End Bluetooth Headphones—the ultimate combo for staying productive and energized. 🎁Let’s learn from each other and celebrate the work that goes into making customer care exceptional. Share your insights below!

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Jonathan Zuluaga
Community Manager
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
dan.levey
dan.leveyLevel 4
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
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jo.smithLevel 2
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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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
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
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
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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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c.leverton
c.levertonLevel 2
asked in Social Customer Care
Tips for building a healthy comment section?

Hi all! I manage an instagram account for a large public university’s study abroad office. While our instagram account does well in terms of collecting likes on posts, our comment section is full of crickets. Can anyone chip in on tactics they use to grow a healthly comment section? One that’s engaging to students, encouraging further discussion, while keeping it drama-free 😅 I know there will always be clean-up to do for inflammatory comments, but I’m wondering how you transform quiet lurkers to converation-makers, without inviting too many trolls! I’d like to create a supportive community of students who can chat together on our posts. Very appreciative of any ideas you can share!

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kate.meyers emery
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BethMLevel 1
asked in Social Customer Care
Multiple Account Strategy Question

Is anyone willing to share account strategy criteria or resources you have used when advising organizations, with multiple social media accounts, on the same social channel?  My counsel has always been that for each account to exist, there needs to be a differentiated audience, as well as enough people hours devoted to quality content creation, community management and customer support. I would like to have some additional information to share with stakeholders when these conversations arise. Thank you! 

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payton.beckerLevel 1
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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Brittany TaylorLevel 2
posted in Social Customer Care
Are you on Team Delete when it comes to not-so-great comments?

I’m curious where y’all fall on the comment deletion spectrum. I’ve seen everyone from influencers to brands opt for all sorts of things, including:Deleting anything remotely negative Responding and trying to take the conversation private or offline Responding with snark, sass, or more dirt-throwing Ignoring completelyWe tend to go for option #2 unless there’s really awful language or off-color accusations; then, I’ll delete and report/ban/block.

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craig.cordell
craig.cordellLevel 4
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
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MisterPLevel 4
posted in Social Customer Care
Tip: Developer a comprehensive social media playbook

One way to help ensure you know what to do in most situations, ensure consistent response, and reduce many stresses and headaches is to create a comprehensive social media playbook. A playbook can include, for example, best practices, response templates, and escalation procedures, as well as specific guidance for specific clients or campaigns. An ounce of prevention can really add up to a pound of cure!

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jenna.johnstonLevel 1
asked in Social Customer Care
Facebook Ad Account Disabled for Weeks - Please Help!

Hi all! We’re in desperate need of some advice/help. At the end of December, we were notified our Facebook Ad Account was suddenly disabled after ‘unusual activity was discovered’. I’ve had an active ticket open on this with Meta for weeks with no updates/help beyond an occasional ‘we’ve escalated this to a specialized team’ whenever I ask for updates. We managed to get on a call with a Meta rep who told us when he spoke with the Support team, they said we needed to supply ‘further information’ to them but provided no specifics on what information was needed - then he ghosted us too. And this is the hamster wheel we’ve been on the past few weeks; nothing really gets us anywhere! So, we’re coming to the community hoping someone has faced a similar experience and can help us. One question we have is: What information does Meta require to get a disabled account back? We’ve sent invoices/proof of payment, driver’s licenses – but Meta keeps telling us they need “information” to resolve this

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enstack.marketingLevel 1
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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robbie.schneiderLevel 4
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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lisa.rodrigo
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sarah.markiewiczLevel 1
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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bryce.coppersmithLevel 1
asked in Social Customer Care
CSAT Benchmarking

Greetings and Happy New Year, Arboretum! My team and I are planning to set up the customer feedback survey in Sprout. We are planning a smaller pilot phase to start. Before we begin, I want to gather some benchmarks against which we can measure our own survey results, which will allow us to set goals and expectations on CSAT scores that are specific to social media customer care.For context, we are intending to ask these questions:How satisfied are you with the help you received from me today?   Was your question or issue resolved? Please tell us more about your experience.For those teams out there providing customer care through social, what industry are you in, and what are your average CSAT scores? 

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tori.zitoLevel 2
posted in Social Customer Care
Admissions + Social Team Magic

We had a customer service experience earlier this week that made a parent of a prospective parent feel great. The parent posted on LinkedIn about how they loved our admissions tour and the care we put into the experience for their high school sophomore. We saw the post quickly and were able to comment, thanking them for their visit and hoping we move up from #2 on the student’s list to #1. The creator has 50,000 followers on LinkedIn, which didn’t affect our response but was great to see. The post now has over 500 likes, our comment has 40 likes, and we had the comment chain below happen. Proof that speedy replies can really enhance our relationships with our audience! 

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alexiambrown
alexiambrownLevel 2
posted in Social Customer Care
Customer Care: Empathy and Clarity Matter

Responding with empathy and clarity goes a long way, even if you may not necessarily agree with the customer. It’s important to acknowledge their experience and show that you're genuinely listening to their concern. Even when faced with complaints or negative feedback, turning the situation into a positive experience can help build loyaltyFor example, I once dealt with a customer who hadn’t received their payment for an influencer partnership. Although we hadn’t found any previous messages from them, they claimed to have reached out multiple times and posted negative comments about the company on Twitter. When I saw their public complaints, I took a moment to empathize with their frustration instead of responding with a generic reply. (Note: I think response templates are incredibly helpful, but sometimes a more thoughtful response is necessary.) I acknowledged their concern, apologized for the inconvenience, and assured them we were actively working to resolve the issue. I followed up

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emily.murray
emily.murrayLevel 2
posted in Social Customer Care
Customer Care Tip

I am a social team of one so it’s sometimes hard to respond to every comment or message in a timely manner but a couple of things that have helped me are the automations you can set up within Meta for messages and the saved reply feature in Sprout. The Meta automations are a great feature for giving immediate responses to followers and providing them with a way to find their answer or contact us. The saved reply feature in Sprout also saves me a lot of time when responding to common questions. Does anyone else have any favorite tools or features they use for customer care?

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emily.murray
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