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6 Useful Customer Service Tips on Google Plus

It is my pleasure to welcome you, Premium Social Customer’s friends!

Google Plus is a social network that is gaining more and more followers and companies are rapidly including it in their SMM strategy. It has about 540 million active followers, compared to 1230 million Facebook followers, yet growing fast enough especially in the younger age groups and new technologies lovers. There’s less interactivity on its brand pages because its use is still unknown for many of its followers. Yet it is highly recommended for brands to be present on it for many reasons such as SEO positioning and an excellent virality. I’ve made a study of Google Plus presence for several American and European companies in different sectors and I’ve found that many of them need to enhance their Social Customer Service on it. I don’t mention their names for professional discretion.

These are the tips on customer service on Google Plus brands need to follow:

1.-Do not open a brand page on G+ and leave it abandoned:

With few exceptions, customers interaction is not replied by brands as quickly as it should. If a brand is really interested to be present on G+, then it has to manage that account in the same way that it does with its accounts on Facebook or Twitter. We know that there are also cases of mismanagement on these other social networks but these are even more usual on Google Plus.

2.-When dealing with different countries, assist your customers in their language:

Of course your communication with your customers has to be in their own language. Consequently you need multilingual Community Managers.

3.-Make your feedback using the same channel (Google Plus):

If a customer wishes to contact a brand via G+, the response should be through the same channel. I’ve found the case of an airline passenger who complained because they offered to help him on Facebook since they considered their G+ account as promotional only and he had no account on that social network.

4.-Promote your Google Plus account:

It shows that it is alive, that you expect people to interact on it. Publish posts, ask questions, announce events, organise hangouts, open a community. Make it known online and offline that your brand has a page on that social network and promote it also on other Social Media channels.

5.-Use the Circles:

This is an awesome G+ advantage. You can create various circles and segment your messages to each target audience.

6.-Of course, use your experience on other Social Networks:

You can follow the same recommendations about Social Customer Service that I explained on my post 8 Steps for Effective Customer Service on Facebook.

6 Useful Customer Service Tips on Google Plus

The Multilingual Social Customer Service

The Multilingual Social Customer ServiceIt’s a great pleasure to welcome you once again to Premium Social Customer!

There is an ever increasing number of Multicultural and Multilingual Social Customer Service Centres. In the same way that the existence of free flat telephone rates regardless of the point of the planet from where you call from has led to the creation of macro call centers, there is also an online version for Social Networks. The advantage for large companies is to unify in one place previously dispersed desks, allowing multilingual staff flexibility in addressing various countries and ability to meet different peak demands in each market more effectively. On the other hand, offices use to be established where costs of human and physical capital are lower. For medium and small companies in addition to the above, they allow an easier internationalisation because they no longer need to have a physical office in every country where they want to sell their goods or services.

We need to consider the following factors in an international Social Customer Service Centre, which are also valid for any Community Manager dealing with other markets in different languages:

The Multilingual Social Customer Service

1.-Multilingual personnel available:

It is better to have personnel with a high level of several languages than people fluent in only one of them. This will allow greater flexibility to adapt to the moments when there is a higher demand for communication in a country and lower in another. Imagine for example a holiday in France that is a working day in Italy, in which case we will need that some of the people that serve the French market help in the Italian market and therefore they should also have a good Italian level.

2.-Good ortography:

It is basic for any Community Manager since it is an important factor for the brand image in Social Networks. This is also valid of course for all the languages that you need to use to communicate.

3.-Make a good Diversity Management:

Communicate respecting the different customs of each country. It is not the same to target Mediterranean consumers than Nordic or Muslims or Asians. The role of the company in this sense is to instruct and educate staff to be respectful and sensitive to cultures and needs of different kinds of people.

4.-Do not post about controversial issues:

It is important when working only within a domestic market and even more when dealing with other countries. Avoid sports rivalries or political, religious, social or moral issues. If it is the customer who starts writing on your brand account about any of these points, quickly and politely deflect the conversation to commercial aspects that are in your interest or at least to another neutral and non-confrontational dialogue.

5.-Consider the time differences:

Take into account the different time zones and customs in areas such as working hours and meal times when you post.

6.-Segmentation by language:

Languages should rather not be mixed in the same account in a social network because it may confuse and/or irritate some users and create an image of “Social Babel” not positive for the brand. In that case you have 2 options, either you create separate accounts for each language ( e.g. on Twitter ) or segmentate on those social networks that allow it, such as Facebook or Google Plus.

7.-Consider local holidays for promotions:

For example in France on July 14 or in Italy on “Befana” day. These are great opportunities to reach the target audience in each country, improving the image of the company and making it seem more local.

8.-Know and comply with the laws of each country:

Regarding tax matters, consumer rights and copyrights as well as other legal issues.

Without pretending to be exhaustive, all the factors mentioned above must be taken into account for Community Management when you need to interact with other markets, which is increasingly usual in this global world.