Budget hotels in India are on the rise! Understanding the rising need for affordable accommodation in India, many upcoming chains are strengthening their market position on the back of successful funding. It is no wonder that travellers are reaping the benefits from the rise of these companies.
A lot of these companies are heavily focused on digitalisation and are technology driven. They mostly cater to a younger, more tech-savvy audience. This is the same audience that is vocal on social media. They are ready to call out brands on issues as well as defend them on social media. This makes customer satisfaction on social media all the more important.
To achieve that, we have outlined 5 practices which budget hotel chains could use to deliver a good customer experience on social media.
Educate the customer
Dear @sivaprasadkilli, you can simply click on our twitter handle, then you’ll be navigated to our twitter page. Now you can easily locate the tab for Direct Message. If not, then you can share your contact details here. Hope this helps.
— Ginger Hotels (@stayatginger) October 25, 2017
Many a time, a brand educates a customer on their policies and regulations while attempting to resolve their concerns. This education empowers the customer in knowing their brand better and having a better experience ahead. However, there are times when brands go a step further while helping a customer.
In this example, the customer service representative from Ginger Hotels was conversing with someone who wasn’t well acquainted with Twitter. They didn’t know how to send a direct message to the brand.
The helpful representative went on to explain the process of sending a direct message on Twitter and also provides an alternative. This move by the brand representative not only helped the customer converse with them better, but also taught the customer how to send a DM on Twitter; this would certainly help them in the future.
In addition to the friendly and educative approach used by the brand, they could have also redirected the customer to an IVR, customer service email address or an website chat support. Redirection, while generally not the first solution, can be used in circumstances such as this where a customer isn’t social media savvy.
Learn to take a compliment
@TreeboHotels thanx 4 making my stay in Vizag’s Searock so good Staff Ramu, Vinod r super helpful & even organised Diwali celebration
— Baton Chuggeth (@BatonChuggeth) October 20, 2017
We know that is crucial to respond to most negative conversations about your brand, but what about positive comments?
Treebo gives us a good example of appreciating your brand advocates. The brand refers directly to the customer, thanking them for their patronage and expresses an eagerness to serve them in the future. They seem to be paying close attention to customers on their social media.
By doing this, you provide a positive experience to the customer right to the very end and get to flaunt your knack for valuing your customers.
Resolve FAQs’ immediately
Hi Noel,
FabHotels accepts all valid government ID proofs including Driver’s License, Voter card, Passport, and Adhaar card (except PAN Card).
We look forward to hosting you soon!
— FabHotels (@FabHotels) November 10, 2017
Whenever possible, publicly resolve your customer’s grievances. Solving issues in the public view positively influences existing and potential customers. They are reassured about the capabilities of your social customer service and know that their issues will be taken care of.
FabHotels in the above example resolves their customers issue in the primary reply to the customer. They could have chosen to redirect the customer to their website’s FAQ section for information. Rather than that, they made the smart choice and resolved the customer’s query on Twitter itself.
Templates for the win?
Our apologies for the trouble caused, Pranav. We’ll look into it ASAP. ~AK
— OYO4U (@OYO4U) December 27, 2017
In any industry, there are certain customer grievances that are predominant. A brand’s social feed is normally full of these recurring issues. This is where templates come in handy. A set of preconceived responses that can be used in most conversations are a boon for customer service representatives.
They need to be used with a certain tact and presence of mind though. This reply from OYO Rooms is an example of when not to use a template. The customer has an irregular grievance of considerable importance, which involves customer privacy being breached. The templated approach, while convenient to use, lacks the concern and seriousness which should reflect in a brand’s response.
Leads!
and unique 100% Quality Guarantee program.
Why don’t you give us a try? Log on to https://t.co/Qm4SGSp2xI and use the coupon code: SPECIAL22. Please feel free to reach out to us for any assistance. (2/2)
— Treebo Hotels (@TreeboHotels) December 27, 2017
A lot of people look for suggestions and recommendations online, in public forums and on their social media. These are prime opportunities to make a sale and gain a customer.
Treebo appears to be making use of social media for their lead generation, besides their customer service. In this example, Treebo intervened in a Twitter conversation about budget hotel recommendations in Chennai. They politely made an opening statement representing their brand. They followed up with a special coupon code for their website as incentive for the customer to come on board.
Hope these practices help you. To take your social customer service to the next level try Trooya, and for more such content subscribe to our blog.