Unbelievable Matthew döner one star review barely a circus a bar or a pun
response from the owner fun fact your last name rhymes with Wayne er hurry
okay so this is clearly not a good example customer service but you guys
you guys get over because what we're trying to say here in this video we're
gonna cover a bunch of the best customer service examples out there on the
Internet today and how you should be using different platforms to build out a
customer service channel for your potential customers or customers for
your business so if you're interested in stay tuned we got a good one for you
alright welcome back everybody and thank you for joining me my name is Jordan
Steen also known as cereal entrepreneur net this channel we talk all about
starting a marketing agency building a personal brand or really just using
digital marketing to build any business online so if you're interested hit that
subscribe button and the notification on the bottom right hand corner over here
that when you get updated with all of our future content free resources
giveaways and every single thing that we do here at my channel oh and PS make
sure to stay tuned to the end of today's video and I'll give you access to our
favorite review and reputation management platform that we use to
manage for our clients out there in the world that sounded really dumb but we're
gonna use it okay so one of the first examples I want to talk to you guys
about is QuickBooks and you'll notice watch I can just click this little
button down here actually it's not even showing on your screen but there's a
live chat button down in the bottom right hand corner but if I click on that
as soon as I click on it it automatically pops up and I'm now
chatting with Marci and she's already got a priest you know pre set message in
there that I'm sure they have already pre-built out but then Marci is going to
basically come back in and once I answer this first question she'll be able to
respond and have you know a conversation with me but the point I'm trying to make
about QuickBooks is their speed it was super fast to get on with somebody who
can help me with an issue I might be alright so QuickBooks one thing I want
you guys to take away from it is their speed they have a fully trained and
fully hired staff on board just to take care of customer support types of
situations the next one that I want to talk to you guys about is going to be
sound stripe and the cool thing about them is going to be a couple of things
so if I click on their chat box right here number one it tells you their names
of each person so you can see Nikita Tia Erik right and then it tells you how
many support reps they actually have on board so what they're telling you is
basically we have enough people to take care of you we can get done in a very
short amount of time and if you want you can actually this link right here for
the help desk actually opens up a help desk with a bunch of their FA cues right
which is really really helpful because if something's here that I don't really
need a sales rep for or a service rep for and I didn't know that you guys had
it in an FAQ or some kind of help document then this is gonna make it
easier for me to where we don't have to put as much of a a burden on these
support reps and I think QuickBooks is actually already responding back with
their agents I'm gonna close that down so that way we don't get any more but
guys sound strap is very very useful as well because of the fact or at least
their customer support is super useful because of the fact that they put a lot
of it out there for you to get out of the way ahead of time and they let you
know who you're going to be talking to and who's actually online how many
people are actually online right now so really cool I'm really useful next I'm
gonna talk to you guys about Facebook support and you guys can see right here
on American Express and really guys the biggest thing I want you guys to be
aware of is the different methods that you can respond to people via Facebook
so you have your business page right where you really have the biggest or a
lot of good I guess a lot of businesses have the hardest time is with the
messenger in chat box okay so making sure that you create a chat bot that
answers basic questions and then points people directly to a sales rep or
support role at your office so an actual human being right with support on chat
box you don't want it to go you know 15 layers deep the really the best way to
use chat BOTS as far as a support role or as a support tool is to make sure
that you have a very click quick and clean automation setup basically meaning
you're going to have you know two to three questions
maybe four questions that a customer would answer before they actually get to
the point where they're talking to a live person right because a bot can only
go so far the other thing that I want to mention about Facebook is understanding
Facebook groups right so with Facebook groups you can actually build a really
strong community and use it as a support tool we're actually working on a deal
with Microsoft right now and one of the pieces that they have is going to be
Facebook and LinkedIn groups right because LinkedIn and Facebook both have
the group community and they both allow you to really get the people who are
your your best and most interested customers in one place and then what you
can do is have conversations create training have videos whatever you really
need to do to get your your audience's informed and to be able to answer their
questions alright guys next we're going to talk
about using Twitter as a support tool surprisingly Twitter even though it has
fallen off from a business use perspective it actually is still pretty
useful from a customer service perspective reason being it's very easy
for someone to come in go to a page and type a quick tweet to another business
page with a quick concern right it doesn't necessarily have to be something
that's in-depth and it requires a two page essay but if you have a quick
problem like for example I know I've used it before when I had an issue with
Wendy's I'll just tell you guys this funny story but basically Wendy's messed
up my order like three times in a row right the same when these same issues
three times in a row and so finally you know I just got to the point where you
know it was just ridiculous and so I left a tweet to the corporate Wendy's
they responded back to me and actually sent me a coupon I believe for like $30
worth of Wendy's meals because they were upset that that kept happening to me so
it is a great way to actually reach out to people and then get a response
especially with corporate entities now with a local small medium-sized business
it probably won't be as useful I would recommend looking more at Facebook but
again with Twitter if you have a large business you're working with this is a
great way to do it so let's take a look at a couple of examples really quickly
first and foremost let's start with Adobe we have Adobe here has an issue
with a customer not getting access to the tool that they purchased and saying
that their customer service reps were crap and then you can see Adobe was able
to respond apparently they got a DM from him and they were never able to respond
to that DM now they're actually making sure that
they're taking care of it so this is a good example of showing you guys hey you
know we might have messed up and we might not have responded immediately but
we're definitely going to be able to take care of that issue now that we know
that you guys need our help right now another business is going to be HubSpot
HubSpot actually uses Twitter as a customer service tool as well you can
see here in this example j'f verbal this is writing out them
sorry that's a funny last name but he's writing out to HubSpot asking how long
it should take before he gets his authorization so before he's authorized
to send emails and then you can see below that they responded to him saying
hey would you mind sending us a DM with your information so that way we can
check out your account and it actually makes it very very easy to be able to
have a conversation with a company where it's not necessarily a messenger field
but it still has that same kind of feel because a tweet kind of feels like your
instant messaging someone this is a good use of using Twitter to actually respond
to customers and get them to have a positive experience versus remaining
with a negative one so really quick guys do you want to win the mentorship
program because if you do I want you to leave a comment right below of your
funniest customer service story or experience we're gonna pick one story
from right below this video so make sure to leave it right down there and we will
give you three months to our mentorship program absolutely free so I expect to
see some funny stories make me laugh all right they're old so next we're going to
talk about Instagram really quick and there are three parts that I want you to
understand about Instagram you have messages and message requests you have
your comments and then you have your actual stories these are three really
great ways to use their platform as a customer service tool why well the
messages are pretty straightforward you can see right here on screen that you
can allow people to send you a message if they've you know never sent you a
message before if they're not following you yet or you can actually decline all
of your spam messages which is really really useful trust me I get tons of
those next you have comments and responding to comments really just
allows you to get the upper hand number one you're getting more engagement on
your posts which is really great also number two you're taking care of that
customer making sure that they have a positive experience the third thing
which is one of my favorite is using stories to your advantage so you can
actually post polls and question stickers on your Instagram stories these
are used because you can use it as a customer
service tool by asking or prompting a question that you get a lot from your
support queries or you can even try to ask a poll and get people's opinions on
a specific service that you offer right so you're actually kind of cutting off
the need for that customer support role a little bit by coming up in front of it
then actually asking the questions to get answers about what you can improve
so guys a lot of this you can tell is about making your agency or making
really your clients business stand out in a better way so that way again it
highlights your agency as a savior which if you guys aren't familiar with what
I'm talking about with all of this agency talk then make sure to check out
this video up here in the top right hand corner about how to start your SMMA and
get clients in 2019 that's gonna be super helpful for you right there all
right so some other places that you're going to be able to use some software's
or some channels as a customer service type of channel is going to be ready to
start and the reason why this is good because the forum style makes
documentation a lot easier meaning when people actually go in and write
questions or write in large responses to questions you can actually take that and
use it to either build a repository of your own or even build internal
documentation that goes along with all of your customer support roles another
is going to be Cora and Cora is great because of the fact that it's already
pretty much set up in a Q&A type of scenario where a customer or potential
customer asks a question and then you're able to respond to that question so a
lot of you probably use Coar if you guys have used Cora let me know below if you
ever use Cora to solve an issue and has it worked for you or did you post
something and you didn't get a response let me know and then finally guys is
understanding that you need to be responding to things like your reviews
people are a lot more likely to leave a negative review than a positive review
right so if that's happening to a client of yours then you need to make sure that
you're responding to those negative reviews number one to figure out what
the issues are but number two to make those customers happy so that they don't
keep going around talking more about your business in a bad way or at least
about your clients business in a bad way and as you saw in the beginning of this
video my recommendation is definitely not to
call anybody a wiener or any other type words that might not make them
be with your business guys that is it for today's video now like I mentioned
in the beginning of this video I'm going to give you the tool that we recommend
using for reputation management review monitoring things like that and even a
little bit of customer support but guys it is called vendetta you might have
heard me talk about it before if you haven't then go to vendetta comm we're
gonna leave a link right below this video in the description but they use a
tool to monitor where people are communicating about you on the internet
so that way you're able to kind of head that off and make sure that you're
getting a response to that person quickly so that way they don't go to
maybe other platforms and leave negative reviews or they can even take that
negative review down meaning that you don't have it in existence anymore but
guys that's it for this video I hope you learned a lot about the different ways
to respond and to engage and interact with your cut your customers from a
customer service perspective but that is it for this video I hope you guys
enjoyed it if you have any questions make sure to leave them below in the
comments hit that thumbs up button if you liked it and I will see you guys on
the next training but until then cereal entrepreneur out bye guys
ready to start living the six-figure work where ever be your own boss
lifestyle well it's cereal entrepreneur Academy will teach you how to use a
laptop and Internet to start your own social media and digital marketing
agency get started with our free Facebook Ads training links in the
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