Keep Your Social Media Customer Support Staff Informed

Knowledge will make you free

Knowledge will make you free (Photo credit: tellatic)

You know that feeling when you are shopping for something, and you get to talk to an employee who has all the answers your looking for? And then gives you more information you didn’t even know you wanted? I love that feeling. I tend to buy more from people like that.

Informed staff can provide more than just information. They convey a sense of confidence and faith in the brand, and can put customer fears to rest. There are many areas of information that you can share with your team to ensure happy, trusting customers.

  • Product/Service Information – It’s critical that your team is fully knowledgeable on all product and service information and pricing. If your staff can’t answer questions on your own goods, it can cause a lack of confidence in the ability of the brand to deliver.
  • Mission Statement – A well-written company mission statement tells an employee many things, including the main goal the company hopes to achieve and an indication of the way in which the company hopes to achieve that goal.
  • Brand Voice – Each brand develops its own voice in the marketplace. Correctly training on the tone and tenor that suits your company will really help your team stay true to that voice. Consistent brand voice helps your customers feel confident in that brand promise.
  • Corporate News – Customers have easy access to plenty of news and information about your company. Providing that same information to your staff ensures they appear well-informed.
  • Insider Information – When possible, inform your team of changes before the general public is made aware. This allows them to keep their expert status.

These few steps can help your company look buttoned up and prepared to assist customers with all their questions and concerns. And, aside from creating confident customers, a great side effect is that your employees will feel confident too. That’s great for morale. So, ask yourself what you can do today to get your team prepared to answer the questions customers may be asking them tomorrow.

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