How to Use Snapchat for Customer Support
Do you want to expand your customer service channels?
Wondering how Snapchat can help you react in real time?
Snapchat’s text, movie, and phone talk features permit you to support customers in the format they choose.
In this article, you’ll detect how to use Snapchat features to provide helpful and engaging customer support.
How to Use Snapchat for Customer Support by Eric Sachs on Social Media Examiner.
Why Use Snapchat for Customer Support?
Albeit Snapchat content vanishes after twenty four hours, businesses are kicking off to see how a platform with makeshift content helps customer support teams to reach more customers more effectively:
- Impress customers with a quick response. When customers typically expect a response within an hour, it may not matter if your support details last only a day.
- Reach customers where they are. Suggesting customer service on Snapchat may seem redundant if you already suggest email or talk support. However, more than 60% of Americans inbetween thirteen and thirty eight are Snapchat users, and 45% of users are inbetween eighteen and 24. That same demographic on Facebook is just 16% of users!
- Keep negative comments private. Albeit your Snapchat profile may be public so customers can contact you, Snapchat permits companies to address customers’ concerns in private conversations.
At the end of their Snapchat story, Maybelline encourages fans to message them.
#1: Set Up Your Snapchat for Customer Service
Your Snapchat settings control who can contact you via the platform. Before you commence suggesting customer service via Snapchat, you need to make sure customers can contact you.
Open Snapchat and tap the ghost at the top of your screen. Then tap the gear-shaped settings icon in the top-right corner.
To suggest customer service on Snapchat, access your settings to permit everyone to contact you and view your story.
After you scroll down to the Who Can section, make sure you’ve set both Contact Me and My Story to everyone, so that customers can contact you.
Switch your Snapchat settings so anyone can contact you.
When you’re ready to begin suggesting support on Snapchat, post an announcement on your story, encouraging people to ask you questions. As customers contact you, you don’t need to add every customer back. (That would pack up your contact list!) If someone messages you privately or responds to your story, you can suggest support via photo, movie, text, or even a phone call.
#Two: Troubleshoot Issues With Movie Talk
With Snapchat’s Movie Talk feature, you can suggest face-to-face customer service or troubleshooting. For example, iOgrapher CEO David Basulto, who designs iPad and iPhone accessories for filmmakers, eyed on a Snapchat movie that a fresh customer had plugged in his cables backward. After Basulto helped fix the problem, the customer tweeted about the awesome customer service.
To use movie talk, you and your customer need to have the Snapchat app open at the same time and be in the same conversation. To set up the conversation, you can use the Text feature to set up a time for a movie talk and ask the customer to confirm the appointment.
Then, when both you and your customer are in the same conversation, tap the movie camera icon on the bottom row to begin a movie call. Use movie talk when things are difficult to explain or demonstrate with a phone call or written message.
To make a Snapchat movie call, tap the movie icon in your open conversation with a customer.
#Trio: Connect With Old-fashioned Phone Calls
Birchbox, a monthly subscription service for makeup and beauty products, tested Snapchat’s Phone Call features last summer for customer service. After inviting their followers to call, they received around thirty calls in an hour and talked about makeup tips, product recommendations, samples customers had received, and questions about signing up for a subscription.
The trial run with Snapchat phone calls was so successful that the Birchbox team began scheduling regular call times. Even better, the company found that the Snapchat calls encouraged their Snapchat followers to actually sign up for a Birchbox subscription.
To make and receive phone calls via Snapchat, go to a conversation and tap the phone icon on the bottom row. If the recipient has notifications enabled for Snapchat, they’re notified of your call no matter what they’re doing. If notifications aren’t enabled, they see the call only if they’re using Snapchat at the time.
If you miss someone’s question or want to leave a more private response for the next time they log into Snapchat, press and hold down the phone icon to leave an audio message. After you’re done recording, the message is sent to the talk conversation.
In Snapchat, hold down the phone icon to record a voice message that your customer will see the next time he or she logs in.
#Four: Host Interactive Tutorials
Tutorials are a popular way to suggest customer support, and Snapchat can make tutorials joy and interactive. For example, followers can pick what products your tutorial features. To survey your followers, ask them to screenshot one of several options. Then before the story expires, feature the option with the most screenshots in your tutorial.
Urban Decay used a Snapchat survey to ask followers which makeup products were their favorites. A makeup artist then applied the winning products to a model in a Snapchat tutorial.
You can also employ influencers in a Snapchat takeover, like Maybelline did with beauty blogger Maryam Maquillage. Maryam logged into Maybelline’s Snapchat and gave a makeup tutorial to their followers. Then she answered questions about Maybelline products, like what her beloved Maybelline mascara is.
A Snapchat tutorial can feature an influencer who also answers questions about your products.
To share the actual tutorial, use the Movie feature. Your movies are limited to ten seconds, which is flawless for answering quick questions. Or you can string together numerous clips to walk people through unboxing, setting up, or using a product.
The best part is that you can save each Snapchat movie and repurpose it. For example, post a Q&A with frequently asked questions (FAQs), or a tutorial on a freshly released product on Facebook or YouTube. Or archive a Q&A movie on your website’s FAQs page. You could even use your saved movie to give a personalized response to a similar question posed on a different site.
Just because content on Snapchat is makeshift doesn’t mean it can’t provide value to your audience. If your audience is already active on Snapchat, attempt using these technics to make customer service more interactive and reach customers who aren’t on Facebook or Twitter.
What do you think? Have you attempted using Snapchat for customer support? Which of these technologies could be a good fit for your customers and products? Please share your thoughts and tips in the comments.
How to Use Snapchat for Customer Support by Eric Sachs on Social Media Examiner.