Author - Mezchip

How to handle social media comments for e-commerce business

customer service on social media

“When you assume negative intent, you’re angry. If you take away that anger and assume positive intent, you will be amazed.”

Indra Nooyi

Today, social media is one of the most significant avenues for customer service.

However, some e-commerce businesses are wary of devoting too much time to social media customer support.

If spending time on social media comments is a bad idea, I would encourage you to think about it again.

Why do customers use social media channels to communicate?

The most successful e-commerce companies, come as close to their customers as possible.

They pay attention to their customer’s comments and input and establish lines of communication on their terms.


Customers give significant comments on your social media posts and advertisements for the following reasons:

  • It aligns with their user flow. Customers don’t want to leave their favorite social networking platform to contact you elsewhere.
  • So many e-commerce firms thrive on social media customer care. Consumers expect brands to respond to their comments.
  • Customers want to feel as if they have direct contact with your company. This extends beyond simply receiving a response.
  • Customers want to know that their voices are being heard. That they are being seen by your company. They want to know that you provide actual customer service rather than simply basic assistance.

A staggering 83 percent of global customers demand a response time of fewer than 24 hours.

It’s all about engaging and interacting with your audience on social media.

This means that you respond to your customer’s social media comments even if they aren’t always the kindest.

Knowing how to communicate with customers as a company can be difficult.

Therefore, we’ve put up this guide on the types of social media comments you’ll encounter and how to reply to them.

Let’s get started!

Types of social media comments

We’ll go over four different types of social media comments, each of which requires a different strategy.

1. Positive feedback or comments

When someone positively responds to one of your posts or mentions your company, you should always thank them for their time and recognize the comment.

2. Unfavorable remarks

Not every comment is a glowing endorsement or a disgruntled consumer.

Some are neutral, such as when a user asks a question, comments on a product, post, or photo, or even tag a buddy in the comments.

3. Negative feedback

Resolving issues such as order or product issues can help turn a negative comment into a repeat customer.

Comments with an angry tone, general criticism or questions of your company’s behaviour, or communications directed at specific persons are examples of this.

4. Remarks concerning a crisis

A crisis for social media teams could be a significant worldwide issue that affects customers, or it could be a period when your company is suffering public relations or legal repercussions.

Creating the ideal customer care response on social media

Customer service representatives and social media managers can’t anticipate every scenario. Social media comments can catch you off guard at times.

Image Source:

Follow these steps every time you want to provide outstanding social media customer care.

1. Take the time to completely comprehend the situation.

While it’s necessary to answer promptly, you don’t want to respond too quickly. If you respond too quickly, you may overlook a vital detail.

2. Prepare an answer

You can start crafting your response once you’re certain you have all of the contextual information you need. Make certain you cover the following crucial points:

  • Questions about the product:
    • Clarify your response to the inquiry.
    • Back up your response with real, detailed product facts and specifics.
  • Positive feedback:
    • Thank the consumer in a way that is consistent with your brand’s tone.
    • If it’s a good fit for your product, ask them to keep you updated on the progress.
    • If they have any queries, let them know you’re here to help.
  • Negative feedback:
    • Demonstrate empathy for the customer.
    • Accept their criticism with maturity (as opposed to disagreeing with them or attempting to silence them)
    • Discuss a possible solution.
    • Customers should be sent to your helpdesk, knowledge base, or customer care staff (as appropriate)
    • Before reacting to a sensitive subject, seek approval from management.

When companies reply too quickly to provocative comments, they might find themselves in hot water.

If the topic is about sustainability, equity, diversity, and inclusion, or the founders’ political beliefs or actions, you may need to run your response past your PR or communications team.

  • Respond to the comment and, if necessary, create a ticket via Mezchip

Leave a remark once you’ve received the appropriate response. Remember to tag the person to whom you’re responding.

3. Ensure that customer service follows up on the issue until it is resolved.

You won’t have to remember to check if the person responded if you have a ticket open in your helpdesk.

Instead, you’ll be able to see the open ticket and then proceed to the article or ad with the comment thread by clicking through.

You can use omnichannel tools like mezchip to get all your queries from your social media pages and follow up on tickets.

If the issue is critical (the client wants a return or hasn’t received their stuff in the mail), post a second comment and tag them to ensure they read your response.

You’ll acquire new customers if you follow these social media customer service principles.

If you follow these social media customer service principles, you’ll win new admirers while strengthening your existing relationships.

Zendesk vs Mezchip for WooCommerce

We all understand the importance of customer support.

But when asked WHY, we may find it difficult to express a response.

Investing in customer support tools is difficult to market both internally and outside if you don’t have a solid answer to the question.

So, what makes customer support so crucial for small businesses?

  • It Aids in attracting and retaining clients.
  • Raises the customer’s lifetime value.
  • Provides information that will help you better your product/ service.

Satisfied customers are less likely to shop elsewhere.

A variety of factors can make a consumer angry. However, a bad customer service experience can be the primary reason for customers to churn.

 Read more on Why are my customers dropping out?

Customer requests come in from all directions. Therefore, customer support necessitates a great deal of work, concentration, and time management

The perfect help-desk tool is one that collates all your existing communication channels into a single channel. It provides you with everything you need to know to effectively handle incoming queries without losing your mind or your CAT!.

In this blog, we are going to compare Zendesk vs Mezchip two well-known support desk applications to help you make this decision.


This is one such helpdesk tool that streamlines your WooCommerce business by centralizing customer orders and inquiries.

It organizes your WooCommerce store by managing customer orders and inquiries at one place with a proper trail and hassle-free environment

When a buyer places an order or submits an inquiry, it immediately creates a new ticket for the consumer.


This plugin provides valuable features for managing customer orders.

Easy to integrate

Integrating this plugin is very straightforward. Copy-paste your SubdomainUsername, and Access token from your Zendesk account, save changes, and your WooCommerce store is now integrated with your account.

Keep track of orders and emails in one place

When an order or inquiry is placed by the buyer, a new ticket is automatically generated in Zendesk for the customer. You are notified via email and in your account. You can easily follow up on the relevant ticket accordingly.

Sort customer orders easily

You can sort and arrange customer orders based on status, customer name, tags, priority levels, etc.

Make notes and tag teammates for easy management of customer-related issues

You can make notes for your consideration and assign the ticket or task to the relevant team member according to the inquiry made by your customer. You can proceed with all internal and external communication on the same ticket without notifying the customer, by setting the access level for different accounts in Zendesk.

Scrutinize your orders by the status

With Zendesk support integration, you have the capability to filter the orders based on the status of the order.

Set priority levels for your customer’s inquiry

Depending on the severity of the issues, you can set priority levels for inquiries made by your clients.


The pricing for this plugin is 129$ per year and is payable annually.


Inbound contact has a 10 to 15 times greater chance of converting to sales than other types of leads.

You can use Mezchip for your WooCommerce store to communicate with potential and existing customers across channels.

You can easily integrate email, Facebook, Instagram, & Whatsapp, into a single platform to resolve customer queries and convert leads.

Mezchip Dashboard

Mezchip includes several useful capabilities, such as

  • order tracking
  • responding to customer inquiries across social media dm’s
  • creating custom channels, &
  • managing cancellations & returns

All of these fantastic capabilities come at a very low cost, making it simple to convert leads and keep your customers happy at all times.


Manage customer queries across Email, Facebook/Instagram DM’s and Whatsapp :

View and Respond to customer queries across your existing support platforms all from one place. Save time, get repeat customers and build your brand value.

View and manage your Store orders from a single platform:

Just enter order details and get access to the entire details of the order, payment, and shipment details. Track shipments, update order details, and cancel orders all from one place. No more juggling between your Store and support channels.

Create Custom Channels:

You can create channels for support queries from phones or messages. Track in real-time unresolved dialogues.

Get Push Notifications:

Get instantly notified of customer messages across any channel. No more missing out on leads or customer queries. 

Integrate Multiple Stores and channels:

With Mezchip you have the ability to integrate multiple Woocommerce stores and support channels all from a single dashboard at a very low cost.

Sort and prioritize customers and tickets:

Sort tickets by tags and stay on top of each conversation

Collaborate with team members:

Assign tickets to team members, set up rules to auto-assign dialogues to the team, collaborate and respond to multiple queries at the same time

Pricing :

Starts at $29/ month for 750 tickets 

In Summary

Choosing a customer support app begins with determining the functionality you require.

The best method to find out is to speak with your customer service employees, who are familiar with the procedures you have in place daily.

Everyone else will most likely find a solution that provides all of the features and capabilities they require without breaking the budget.

Take the time to understand what you need and which tools you’ll need to meet those needs.

In deciding between Zendesk vs Mezchip understand how many tickets your agents are handling on a daily basis.

When you have all the items nailed down, finding the perfect solution in your budget becomes a lot easier.

Then it’s just a matter of putting the options to the test and seeing what works best.

Finding a single platform for all client interactions, from automated tickets and social media conversations to knowledge bases, and managing customer orders, is the safest bet.

Start your free trial with Mezchip to begin your journey of growth by driving excellent customer service.

RichPanel vs Mezchip for WooCommerce

richpanel vs mezchip

Customer service expectations are shifting.

Customers expect quicker responses, less back-and-forth, and greater transparency.

Increased customer expectations are giving rise to newer problems. Therefore, it is important that brands ensure their teams are ready when it comes to service and support.

We frequently embrace new tools to assist us in meeting new client expectations.

However, sorting reviews and determining if a certain tool will be valuable to your organization may be extremely challenging.

Choosing a customer support tool begins with determining the functionality you require.

In this blog, we have compared RichPanel vs Mezchip as customer support tools to help you decide the best way to manage your customer communication.


Richpanel is a WooCommerce CRM and Ticketing System that allows retailers to respond quickly to customer inquiries via chat, email, Facebook, and Instagram from a single dashboard.



  • Customers can contact you via chat, email, and WhatsApp*, and you can manage all your conversations in one place.
  • Inside the helpdesk, Richpanel pulls customer orders, website activity, and previous chats. Agents will have the complete context to promptly handle client inquiries.
  • You can easily connect with your team members 
  • Use the live chat to convert visitors to customers
  • Utilize its chatbots to free up your agents from monotonous data collecting.
  • Richpanel also tracks agents that have most impact on sales and long-term customer connections. Tags, channels (live chat, email, social), and agents can all be used to filter reports.


Starts at $99/month for 350 conversations


Inbound contact has the potential to convert sales at a rate 10 to 15 times greater than other leads. 

Mezchip is an omnichannel customer communication tool that helps you manage customer communications across support channels.

You can use Mezchip to communicate with potential and existing customers via email, Facebook, Instagram, and Whatsapp.

You can also respond to customer queries, and engage with your potential customers. 

Mezchip Dashboard

Mezchip gives you a separate platform dedicated entirely to your support staff.

Deep integration with your WooCommerce Store empowers your support staff to send personalized messages to customers. You can also manage returns and cancellations without even entering the store.


Manage customer queries across Email, Facebook/Instagram DM’s, and Whatsapp from a single platform

View and Respond to customer queries across support platforms all from one place. Save time, get repeat customers and build your brand value.

View and manage your Store orders from a single platform

Just enter order number and view order details of customer. Track shipments, update order details, and cancel orders all from one place. No more juggling between your Store and support channels.

Create Custom Channels & Close dialogues

You can create custom channels for support queries from phones or messages. Also, you can track in real-time unresolved dialogues.

Get Push Notifications

Get instantly notified of customer messages across any channel. No more missing out on leads or customer queries. 

Integrate Multiple Stores and channels

With Mezchip you have the ability to integrate multiple Woocommerce stores and support channels all from a single dashboard at a very low cost.

Collaborate with team members

Assign tickets to team members, set up rules to auto-assign dialogues to the team, collaborate and respond to multiple queries at the same time

Pricing :

Starts at $29/ month for 750 tickets 

When it comes to choosing customer service tools for small businesses, our best suggestion is to look for something that is affordable and easy to use.

When it comes to technology, a common mistake small businesses make is putting together separate pieces of customer support software.

Having various apps for different customer communication can cause customers problems to go between the cracks. This can result in the loss of satisfied consumers.

Finding a single platform for all client interactions is the safest bet for small businesses. Read more on How Can Small Businesses Provide Great Customer Service.

With 95% of consumers sharing negative experiences, a single negative review can lose your company an average of 30 clients. Check out this post to know the reasons, Why are my customers dropping out? That is something we do not want to happen to you.

This is why we have created Mezchip | Omnichannel Customer Support Platform for E-Commerce Stores, an affordable omnichannel tool for all your customer service needs.

Book a demo now to get started with your free trial!

7 best WooCommerce customer support plugins in 2022

We all know the importance of a customer support solution that can deliver value to your customers as well as improve their overall purchase experience.

Imagine if you have a customer support solution that allows

  • your customer to reach you immediately (live chat)
  • convey complicated concerns in detail and monitor them (ticket support)
  • search for solutions themselves (searchable FAQs page),
  • allows you to respond to your customer queries via any support channel
  • allows agents to know about your customer and their purchase history, and
  • place return/ cancellation requests on behalf of your customers

All of these can help you save massive time and deliver better and faster customer service for your online store.

The good news is that there are a lot of high-quality plugins and apps that allow you to quickly and easily integrate customer support solutions into your WooCommerce store.

Keeping this in mind, we’ve listed out some of the top WooCommerce customer support plugins and apps that can help you deliver great customer service for your WooCommerce store.

HelpScout extension developed by OPMC

HelpScout is a WooCommerce customer support plugin that allows you to start a conversation with your customers in a HelpScout mailbox.

Using this plugin you can help your customers request assistance with orders and receive their answers as quickly as possible

Image courtesy: WooCommerce


  • Allows you to use the shortcode to add a help scout form to any portion of your WooCommerce website, which can be customized using CSS and other tools.
  • Use the customer’s customizable forms to get in touch with them.
  • The “My Account” feature allows customers to view discussions.
  • A blog remark can also be used to start a dialogue.
  • Within Help Scout, you may respond to blog comments and convert them to tickets.

Pricing: 99$ billed annually

Mezchip | WooCommerce Customer Support App

Mezchip is an omnichannel customer support dashboard that gives you a separate platform to manage your customer communications across support channels.

You can use Mezchip to communicate with potential and existing customers via email, Facebook, Instagram, and Whatsapp, to resolve customer issues, follow up leads, view customer order and shipment details, and chat history.

Image courtesy: Mezchip

Mezchip gives you a separate platform dedicated entirely to your support staff.

Deep integration with your WooCommerce Store empowers your support staff to view customer details and manage returns and cancellations without having to share your WooCommerce site details.


Manage customer queries from a single platform across Email, Facebook/Instagram DM’s, and Whatsapp

From a single dashboard, you can view and reply to customer inquiries from all of your existing support channels. No more juggling channels or missing queries. Stand out! Save time, and provide better and faster support.

Your support staff can provide support without having to share your Woo Commerce store credentials

Mezchip provides you a separate dashboard where your staff doesn’t need to access your WooCommerce site.

Inside your Mezchip dashboard, you can view customer details, customer orders, shipment details, and previous chats.

Your support staff can easily see/ search customer details and can refund an order or cancel a subscription for your customers without having to log in to your main WooCommerce website.

Create Custom Channels and End Conversations

Create your own channels for phone and messaging support inquiries. Unresolved discussions can be created and tracked in real time. Close conversations once resolved. Add your own updates and notes in real time.

Subscribe to Notifications

Get notified of customer messages in real-time across all channels.

Customer Profiling

Assign relevant tags to prioritize customer conversations

Multi-Store support

Supports multiple WooCommerce stores and can collect inquiries from across your WooCommerce websites, allowing you to answer all of your customers from a single platform.

Pricing: 29$ billed monthly

Support Ticket System for WooCommerce by Plugify

Support Ticket System is a plugin to create and track customer tickets for your WooCommerce store. Customers can submit order tickets by clicking the Submit Ticket button in the order tab of the user’s My Account page, which is enabled by this plugin. It generates a ticket dashboard where users may check on existing tickets and create new ones. After creating a store account, guests can also file a ticket.

Image courtesy: WooCommerce


  • Users can create generic tickets for any problem.
  • Customers can submit tickets for orders from their My Account pages
  • Can have their dashboard to manage their tickets.
  • Customers may see open and closed tickets from their dashboards
  • Can also create new tickets from their dashboards
  • It creates separate listing pages for support tickets
  • It includes a shortcode to show open and closed tickets

Pricing: 59$ billed annually

Zendesk Support for WooCommerce by OPMC

Zendesk is a support plugin developed by OMPC for WooCommerec stores. It organizes your store by managing customer orders and inquiries in one place. When an order or inquiry is placed by the buyer, a new ticket is automatically generated in Zendesk for the customer.


  • Customer orders can be sorted and arranged by status, customer name, tags, priority levels, and other factors.
  • You can make notes and tag teammates to make customer-related concerns easier to manage.
  • Orders can be filtered based on their current state.
  • You can set up priority levels for your clients’ inquiries.


  • To integrate your WooCommerce store with Zendesk you have to Copy and paste your Zendesk account’s Subdomain, Username, and Access token, then save the modifications.

Pricing: 129$ billed annually

Intercom Support for WooCommerce by OPMC

This is another WooCommerce Customer Support Plugin developed by OPMC for WooCommerce stores.

It syncs order details, customer data, and other related information in the Intercom platform, helping you resolve the concern quickly.

Image courtesy: WooCommerce


  • The Intercom WooCommerce integration adds a form to each purchase description in your business, allowing consumers to contact you directly. For the most frequently requested questions, you can create automated responses.
  • Customers can access their My Account pages to keep track of their support requests. They might go over previous talks with you and initiate follow-ups.
  • It’s not a problem if you have multiple businesses. Intercom Integration for WooCommerce can collect enquiries from across your websites, allowing you to answer to all of your consumers from a single platform.

Pricing: 129$ billed annually

Freshdesk WooCommerce Customer Support Plugin

You can connect your WooCommerce-powered online store to your Freshdesk help desk account, helping your customers to request assistance with orders and to receive their answers as quickly as possible.

Image courtesy: WooCommerce


  • Customers can create a new ticket related to an order;
  • Can view a list of active tickets directly on their “My Account” screen;
  • Create a new ticket when viewing an order in the WordPress admin
  • Create a new ticket from a blog post comment, directly from the WordPress admin
  • Can connect and synchronise a product with a forum category and solution category within their Freshdesk helpdesk

Pricing: 79$ billed annually

WooCommerce CRM & Support Tickets – by Richpanel

Richpanel is a WooCommerce CRM & Ticketing System to help merchants respond faster on Chat, Email, Facebook & Instagram from one simple dashboard.

Image courtesy: WooCommerce


  • Customers can contact you via chat, email, and WhatsApp and you can manage all of your conversations in one place.
  • Inside the helpdesk, Richpanel pulls customer orders, website activity, and previous chats. Agents will have a complete context to promptly handle client inquiries.
  • Free up your agents from monotonous data collection (with chatbots) and see how they perform at client feedback and reaction times, as well as assisting conversions.
  • Richpanel also tracks which agents have the most impact on sales and long-term customer connections.
  • Tags, channels (live chat, email, social), and agents can all be used to filter reports.

Pricing: 299$ billed annually

Let us know in comments below the app you use to provide support for your WooCommerce store

5 habits of a customer service oriented company

Customer service should not be a department. It should be the entire company.

Tony Hsieh

Regardless of whether it talks directly to customers or not, every department in an organization provides customer care in some way.

If something goes wrong with a customer’s order, customer support staff goes straight to the processing department to fix the problem so that the consumer is satisfied.

It would significantly take a longer time to resolve queries if the processing department was not as motivated as the customer care team.

Disgruntled and angry customers aren’t favorable for an organization’s growth.

It takes time to build a company’s reputation in customer service.

To make it a reality, you need the right people, tools, and processes.

Investing in an affordable omnichannel tool like mezchip right from your early days that enables a customer service-oriented culture, pays off.

According to Forbes, customer-centric businesses are 60% more lucrative as compared to non-customer-centric businesses

As the bar continues to rise, more businesses are attempting to define what it means to be a customer service-oriented organization. Obvious questions to be sought to be answered are:

  • Is your company actually focused on providing excellent customer service?
  • How can you improve your customer service experience?
  • What does it mean to run an organisation that prioritises customer service?

Simply said, customer service-oriented organizations:

  • prioritise their customers
  • recognise and consider the influence of every action they take on their customers,
  • design teams and processes to deliver unique experiences for their customers

In other words, customers’ wants and desired experiences are accommodated by customer-oriented enterprises. Customers are cherished, listened to, and respected when they work with them.

Photo by Clay Banks on Unsplash

In this post, we will take a look at what it means to be a customer service-oriented company and offer five tips for turning your business into one.

There are six phases in developing a customer service-oriented business.

Develop a customer-centric service culture within the company

The first step in establishing a customer-focused business is to prioritize customers.

Create a set of values across support and product teams that will motivate you to always put customers first.

By continually keeping the consumer in mind, you’ll be able to spot problems early on and enhance the product and customer experience.

Photo by kikashi on freeimages

Many companies miss the mark here. They make judgments focused on what will benefit their company rather than what would benefit the customer.

Of course, there are occasions when this is the proper thing to do, but customer-focused businesses recognize the trade-offs and strive to make decisions that benefit their customers.

They recognize that putting the customer first benefits the company as well.

Value Points:

  • Create a set of customer service values and promote them throughout the organization.
  • Invite other departments to shadow the support team or perform all-hands support.
  • Customer satisfaction should be measured and shared with the entire organization regularly.

Look after your staff

Taking care of your clients begins with treating your personnel well. That’s right:

Satisfied Staff Lead To Satisfied Customers.

Allowing your staff to do their best work will keep them motivated to create a customer-centric culture.

Photo by Annie Spratt on Unsplash

The interview and onboarding procedure are the foundations of a positive employment experience. It’s just as important to onboard a new employee as it is to onboard a new consumer.

Create a plan for their first four weeks, then revise and enhance it as you discover what works and what doesn’t.

Next, work to eliminate points of friction and annoyance in the employee experience. Giving your employees freedom to act will enable them to deliver creative solutions in critical situations.

Value Points:

  • Create a transparent and safe working atmosphere in which your staff are motivated to collaborate and produce their best job.
  • Request input from employees regularly, and use the information to improve the employee experience.
  • When it comes to onboarding new employees, be thorough and deliberate. Make a plan to demonstrate to each new hire that you care about their happiness.
  • Create an internal knowledge base or an agent help bot to provide new employees with the materials they need.
  • Give employees freedom to act and ability to enjoy their work

Offer help on all customer-favored channels

Omni-channel support empowers your customers to connect with you using their favored channel.

While for some that could be mail, and for others that may be social media DMS or Whatsapp.

Ask your customers what their ideal experience is with regards to drawing in with your organization.

At that point, work to oblige them and live up to those assumptions.

Use an omnichannel customer support tool like mezchip to connect and engage with your customers in their preferred mode of communication channel.

Whether or not you choose to go omnichannel, you can unquestionably guarantee you’re focusing on the right channels that are best for your customers.

Value Points

  • Ask your customers how they like to contact you for help.
  • Make it simple to contact your support group. Eliminate any grinding or obstacles with regard to contacting your group.
  • Use an omnichannel support tool like mezchip to make better and faster communications

Photo by: clipart max

Be open with your customers

Transparency fosters trust, which in turn fosters customer loyalty.

Whenever possible, use a transparent communication style.

If you manage a software company and are experiencing a service outage, interact with your customers in real-time. Let your customers know if your developers accidentally introduced an issue with a product update.

Instead of leaving customers in the dark about service and feature demands, keep them informed.

Notify the customer as soon as possible if you are going to miss a deadline.

Transparency and proactively addressing faults will aid in the improvement of internal processes and the establishment of customer trust.


Value Points:

  • Provide easy access to information.
  • Make an environment where it’s acceptable to be open and honest.
  • Recognize and correct your errors.

Invest in technology to improve customer service

Technology can make jobs easier and, ultimately, improve customer service. This is true whether you’re a technology company or not. Today, every business relies on technology.

Technology can improve the customer experience, regardless of whether you’re a technology company or not. In the 21st century, all businesses rely on technology to help them do their jobs.

Investing in technology can help businesses offer better customer service. This is true regardless of whether your company is in the technology industry.

Photo by:

 Value Points:

  • Implement the right helpdesk tool like mezchip, to get a 360-degree perspective on your customers, their buy history, earlier discussions, shipment history, and updates.
  • Collaborate with team members of sales and support to provide up-to-date customer support and experience.
  • Enable your customers to help themselves through help docs, faqs, and other self-improvement assets.


A customer-centric culture is driven when employees, support staff, and processing staff all work in collaboration as well as independently.

Businesses that focus on customer service have a great support staff. Customer service excellence is ingrained in the company’s DNA. Customer centricity is injected into every aspect of a customer service-focused business, from engineering to marketing to design.

While there is no one size fits all solution to develop a customer-centric culture for all businesses. Any business that consistently attempts to develop by adhering to these five cultural habits, will notice a significant difference in its employees and customer experience.

How to use Direct Messages to drive customer engagement

a person seing messages on phone

Direct messages(DM’s) are probably the most underrated tool on social media websites.

We all know about driving engagements through reels, posting, and replying to social media content.

But did you know the real engagement lies within Direct messages on these social media websites?

If tapped correctly and wisely, leads can be converted to customers and customers to loyal customers.

Moving conversations from a public forum to a private forum helps you to offer more personalized service and support. A feature that almost all small and medium businesses are missing out on.

In this blog, we have listed some of the most effective ways you can use Direct messages to drive customer engagement and boost sales for your brand.

Direct Messages to drive Customer Support

woman wearing earpiece using white laptop computer
Photo by on

Social media platforms have become a vehicle for venting out displeasures by customers.

As a business, the last thing you want is a displeased customer venting out his/ her dissatisfaction over a public forum.

It is in such scenarios that direct messages can come in as your best friend not only to save your brand image but also to build a good relationship with the displeased customer.

Direct messaging is a great way of resolving customer issues privately, effectively, and personally without having it spilled over your business and brand.

Such efforts are most appreciated by customers and help in creating brand value.

With Mezchip’s all-in-one, customer support platform you can address your customer’s issues across all social media handles through direct messages from a single dashboard.

Direct Messages to drive Promotions

red balloon
Photo by Polina Tankilevitch on

As a business, how and to whom you send promotions and offers is important to know. If done in a wise way, you can end up with great leads and loyal customers.

However, most businesses mindlessly dm promo codes to every profile they encounter which is the last thing you want to do.

The smart way to go about is to first make customer profiles suited to your business.

Find such customers on social media websites as applicable to your customer profile. Send them a personalized message with an offer or a relevant promo code.

For instance, if your business is active on Instagram, you can find customers on your customer profile by using relevant hashtags. You can also find people through geotags. Once you have made a list of your potential customers, you can send them a personalized message.

For example, if you have an activewear brand, you can identify fitness influencers/ fitness enthusiasts[a type of customer profile] and send them the following message:

“Hey, I love your post showing your commitment and dedication towards being fit! We are an activewear brand and we resonate with your idea of fitness is forever thus would love for you to check out our new sports bras! Sign up and enjoy a flat 25% off by shopping for your first sports bra with us! Hope to see you sign up and stay fit!”

Direct Messages to drive Communication

person holding a sticky note
Photo by Lisa Fotios on

Communication is the key for any business to thrive.

Direct messaging allows businesses to have meaningful conversations with existing and potential customers.

You can use Direct messages (DM’s) to:

  1. Inform your customers about the launch of your upcoming product;
  2. Tell them how they can get involved in your business by writing out reviews or recommending your product,
  3. Share exclusive behind the scenes.,
  4. Participate in an exclusive contest

Such communications not only build interpersonal relationships but also creates meaningful ways to create positive and unique customer experiences.

This can set your business apart from the others

Creating loyal customers

Some other ways of creating loyal customers through direct messages can also be through:

  1. Sending personalized messages in response to those featuring your brand
  2. Sharing special content like “sneak peeks” of new things to come, behind the scenes, etc with your top followers.,
  3. Gifting your customers gift vouchers on their birthdays
  4. Sending surprise coupon codes, etc.,

Direct messages are undoubtedly a great way to increase customer engagement. If used wisely and efficiently, you can not not only build great customer relationships but also increase sales.

Share with us below some of the creative ways your business uses Direct messages to drive customer engagement.

What is social commerce & how to use it effectively?

girls on a cart

With the advent of digitalization, e-commerce has over the years flourished and given rise to social commerce.

In this blog, we will try to understand the concept of social commerce, the emergence of social commerce & how it can effectively boost online business.

What is social commerce

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Photo by Negative Space on

Social commerce is simply making use of social media platforms to facilitate e-commerce transactions.

A person on average spends about two hours on social media every day. It is easier for customers to buy products while scrolling through their favorite entertainment apps.

Businesses have started using social media platforms to not only advertise products/ services but also enable customers to make instant purchases without having customers leave the social media platforms.

This has been made possible with social media shoppable ads, Facebook marketplace, and Instagram shops which enables a customer to shop online from their preferred sellers’ social media handles.

The emergence of social commerce

The word social commerce was actually coined in the year November 2005 by Yahoo.

Shoposhere by Yahoo was the first-ever platform to conceptualize the idea of social commerce.

The ‘pick list’ feature in Shoposhere allowed users to review the products & comment on the same. Since then social commerce has emerged as a global activity.

The pandemic gave significance to the phenomenon of social commerce.

User activity and dependence on social media increased to such an extent that users were more likely to abandon carts if they had to leave the app.

In order to turn User engagement into purchases, social commerce emerged as a viable solution which was first tapped into by Facebook in 2007 with shoppable ads.

Instagram followed suit and has now become one of the leading customer acquisition strategies in e-commerce.

Benefits of social commerce

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Mass Reach — 

Social media platforms are getting more & more users every day. With more than 1 billion active Facebook users, the right tools and methods help businesses reach the maximum number of people in a minimum amount of time.

Therefore there remains no doubt that social commerce will prove to be an effective strategy in the coming years to grow sales.

Cost-effective — 

The most substantial feature of social commerce is that you can grow your sales by spending just a minimum amount of money.

This is a sure shot method than creating a large banner or sending cold emails or using the redundant method of distributing pamphlets, which may or may not be able to attract the attention of the targeted audience.

Saves Time — 

Social commerce saves the time of the sellers as well the buyers.

While sellers can list their products and create a single effective advertisement, users can buy their favorite products while scrolling through their favorite social media apps.

It saves much more time than reaching customers door to door or sending cold emails.

Though social commerce seems very easy, to begin with, the story can be quite different sometimes.

Not using the resources and the tools effectively might lead you to lose customers instead of gaining them.

Effective strategies in social commerce

House vector created by stories —

Active seller and buyer interaction —

Social media platforms provide a way to interact between sellers and buyers thus making their bond more permanent.

Earlier e-commerce websites did not have such facilities but now it is possible with just a few clicks.

The sellers can easily address the queries of the customers on social media posts/ messenger and DM’s.

If you are a seller on Instamojo/Woo-Commerce you can use mezchip’s omnichannel customer support platform for effective customer engagement across channels.

For more efficient interaction, an automated chatbot can be of great assistance.

The automated chatbot will help address the initial query of the users thus saving a lot of time and repeated queries. Customers can also receive additional information about the products they are willing to buy.

The linking game — 

New features added on Instagram and Facebook are meant for promoting social commerce. Instagram Shop allows users to create a single advertisement and share it on Facebook as well. These added features are affordable and save time for the users as well.

Community Shopping — 

Social media encourages community shopping or group buying. In this method customers tag, share, and add their friends, family & acquaintances to buy products from the websites they have shopped from previously and have liked.

In order to promote community shopping sellers can give occasional discounts on products and can also reward the customers for bringing more customers for social shopping.

This method is used by multiple e-commerce websites and is one of the most effective methods to attract a larger audience.

Building brand awareness — 

Creating awareness about the brand is a very important aspect as it creates a connection between the buyers and the sellers.

Brand awareness may include factors like stating the uniqueness of the particular brand, how the brand is different from the others in the market.

Creating a positive image about the brand invites more customers and ones who are likely to stay loyal.

Honest reviews — 

It is often suggested to cut out the negative reviews on social media platforms and put only the positive reviews.

This method often backfires as it can mislead the customers.

Honest reviews, therefore, become an important factor.

Genuine reviews about the products guide the customers and create a positive impact. Customers are likely to buy products that are suitable for them.

The customers have assurance about the products they are buying and it also builds trust in the brand. This method helps in building relationships with potential customers.

Summing Up

Social commerce in India is now valued at $1.5 to $2 billion and in a couple of years, it is expected to grow from $16 to $20 billion. It is to have a significant impact on the economy in the upcoming years. Thus large-scale and small-scale businesses can expect a boost in sales and revenue through social commerce.

How do chatbots improve customers’ shopping experience?


The experience that a brand creates is what a customer remembers.

Gartner in its Customer 360 Summit, showed that a consumer’s purchase pleasure is a game-changer for sellers.

In fact, “81% of firms anticipated competing, on the basis of consumer delight in 2019”. This direct competition is pushing brands to improve their customer experience initiatives.

So what can your brand bring to your current approach that can help you win?

“It’s a chatbot.”

While there are numerous things that can be done, chatbots are a must-have for your shopping experience strategy.

In this post, we will be discussing how can chatbots improve a customer’s shopping experience. And how implementing chatbots will bring about a positive impact on your customer’s shopping journey.

Also read : How to use Direct Messages to drive customer engagement

But Before We Dive Further, Let’s First Understand What Exactly Is a Chatbot, and Why Should You Use One?

What is a ChatBot

A chatbot, by definition, is a synthetic intelligence (AI) software program that can mimic a discussion (or chat) with a user.

With the passage of time, traditional methods of attracting customers have evolved. Chatbots are increasingly being adopted by all industries including fashion, finance, entertainment, healthcare, and news.

Gartner in its report in 2011 observed that 85 % of all customer transactions will be performed without the use of humans by 2020.

Everyone is moving closer to using chatbots as a form of communication.

A chatbot has become one of the primary differentiators between brands that provide a suitable shopping experience and the rest.

How To Use Chatbots to Improve Shopping Experience:

pink background with speech bubble
Photo by Miguel Á. Padriñán on

Agents can use “ChatBots” as Assistants to help them out

According to a PwC survey, nearly 80% of American buyers believe that speed, convenience, knowledgeable guidance, and pleasant service are the most important aspects of a good purchasing experience.

Chatbots make it simple for customers to acquire answers on the move. With chatbots, they no longer have to:

  • Use an automated telephone system to get answers to basic questions.
  • Communicate via email
  • Raise issues on social media

They can seek help right away.

Chatbots not only help to reduce the primary response time, but they also help to reduce the decision time, which is an important measure in customer support.

While resolving a customer’s problem:

With chatbots, your brand can grow to provide round-the-clock assistance without having agents who must be available day and night.

Chatbots are a godsend for businesses with a global purchasing base.

Buyers from all around the world can have their assistance needs met, regardless of time zone.

Pro tip: There are some complex questions that a chatbot will not be able to answer. Allow for a smooth failover to a help agent in such cases.”

Lend a Hand in Getting There Milestones

Purchasing experience comes down to optimizing the interaction on various touchpoints in a consumer’s journey.

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Photo by PhotoMIX Company on

Given that the majority of contacts these days occur in a virtual environment, “it is critical to establish virtual touchpoints to assist clients throughout their online experience with the brand.”

Let’s look at some of the contact touchpoints where chatbots can have the most impact:

During awareness: 

A customer visiting a website for the first time may find it difficult to navigate around. Chatbots function similarly to site-specific seek bars, providing educational statistics, and relevant knowledge base articles. Enabling a chatbot on your website for your visitors will not only help answer their simple queries but can also provide bits of data that can stimulate the customer’s interest in your brand.

During evaluation: 

Brands can capture the hearts of their customers by anticipating their needs before they express them. When a customer is browsing your website or product, they may encounter a few challenges. Setting triggers, such as rage-clicking, your chatbot can come up and reach out to the customer to assist them in such situations.

Customer service: 

Implementing chatbots for customer service is highly important. Customer service is a constant source of contention for businesses. In general, customers wait too long for a response or do not receive one. This often results in poor ratings and dissatisfied customers.

Companies like Adidas, Nike, and Burberry have displayed exemplary customer service just by implementing chatbots. After one month of use,(Nike’s)chatbot had an 80% completion rate, fewer inquiries to customer service, and more than 1500 people had requested assistance from the chatbot. (Adidas’) Chatbot received almost 10,000 messages, a thousand of which were “Thank You” greetings.

Gather feedback and customer information

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Gathering feedback is an essential task for any organization. Records are critical for determining how your clients feel about your product and the assistance provided. Almost every consumer conversation can be used as an opportunity to provide a better experience.

With chatbots, you can collect feedback through a message even while the user is still on the page. While the experience is new, the feedback gathered is more accurate. When the purpose of collecting comments is clearly understood, the survey questions requested can be tailored accordingly.

Here are a few examples of when you can use chatbots to collect customer feedback for your brand:

  • Enhancing a service or product: When new features are being deployed, initiate a chatbot communication and ask customers to rate their experience with the product. You can also add open-ended questions to determine where the service or product failed.
  • Improving the database: Once you identify common questions and have created solution articles for chatbots to suggest, you can further improve your database by enabling the chatbot to ask the customers if the object helped them solve their problem.
  • Improving chatbot enjoyment: To measure how well your chatbot is functioning, provide the option to rate the experience at the end of conversational exchange with the chatbot.

Utilize your chatbots on social media

Social Chatbots are chatbots that are employed on social media. (Facebook and Twitter chatbots) generate messages for your brand and aid in customer support, advertising, and purchasing. As a brand, it is ideal that you use social media and its tools to save your business time and filter out unimportant messages and fake users.

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Photo by Tracy Le Blanc on

Chatbots on Facebook

Businesses have repurposed Facebook chatbots for modern purposes. Apart from providing quick fixes and round-the-clock service, brands are using Facebook chatbots to help them with other activities such as web hosting and managing e-commerce store.

You can also use a Facebook chatbot to send timely and personalized messages to customers based on their previous interactions. For example, TechCrunch curates articles for their readers based entirely on what they want to read.

Chatbots on Twitter

When you have your brand presence on Twitter, it is generally expected of you to meet certain expectations, such as providing quick responses and demonstrating that you genuinely care about your customers.

As such, Twitter Chatbots come in very handy.

The Twitter chatbot communicates with users via direct messaging. Clients are given quick responses to make it easier for them to communicate with their brand chatbot.

A lot of brands like Airbnb, Evernote, and Spotify have been using Twitter chatbots to provide customer care 24 hours a day/ seven days a week.

Our two cents

Using chatbots is one of the most recent trends in virtual marketing and CRM. It is intended to automate tedious tasks while also creating a perfect imitation of a human conversation.

Implementing chatbots for your business can be a huge benefit because they can save expenses, time, improve customer experience, increase conversions, and, most importantly, keep your customers happy.

Chatbots are more than just the “wave of the future” in customer support. They are in the “now and now,” giving providers more opportunities to communicate with clients in new and remarkable ways — and, more significantly, to fulfill their aspirations more effectively.

When a chatbot is “desirable at what it does,” the user has a better experience as a result of using it.

How to give personalized customer experience?

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How would you feel when you walk into a restaurant and the server is aware of your booking and your order?

You’ll feel welcomed and pleasant. You would prefer having your usual Sunday brunch over the neighboring Michelin star overcrowded restaurant.

As a token of appreciation for your patronage, the restaurant owner may occasionally send you a kebab. That is what a personalized experience is.

Retailers in physical stores are able to provide customers with a purchasing experience that is not possible online — “the ability to test products”.

However, not all is lost in online shopping. You can apply innovative rules to give a personalized customer experience and make them feel cherished and come back for more.

While you may not have met your customers in person, using the right tools and techniques to learn more about your customers and sending them personalized product recommendations is a warm gesture and is greatly loved by online shoppers around the world.

Collecting previous statistics on your sales and applying them to provide customer satisfaction goes a long way in improving consumer loyalty and customer happiness.

In fact, it can help you save tonnes of time, lower the cost of product returns and grow your business.

Strategies to give personalized customer experience

Personalize with Correct-Sized Apparel

Did you know that inaccurate size is one of the primary reasons for product returns and customers avoiding purchases from positive websites?

Women, for example, rarely get the proper-sized bra.

Although finding the correct-sized bra in a brick-and-mortar store remains a challenge for many women, you can still find out what makes them comfortable.

Someone is most likely a length 32C, but they have a cushy sporting length 34A — there is no technology explaining the sizes.

Photo by ANTHONY SHKRABA on Unsplash

To eliminate the size concerns offline, you can design healthy quizzes to assist your customers in determining the right size.

The questionnaires will help you determine the correct shape, precise length, and product quality.

While unique length charts can be a cherry on top, they also help in customizing product suggestions for your customer

Implementing size quizzes for your brand is an excellent way to help promote items that have unique sizes.

As a brand selling online, you can reduce return rates by ensuring customers receive the correct size and quality.

Product knowledge and customized content

It is critical for a customer to first understand themselves to understand the product you are offering.

This has a specific relevance if you are in the business of skin and hair care brands.

Before your consumer chooses any skin or hair product, they should determine whether it is appropriate for them. This also helps in reducing number of product returns.

For example, the greatest moisturizer for dry skin will not work for someone with oily skin. While it may appear to be common knowledge, most customers may find it difficult to identify their skin type.

Instead of publishing a slew of science-backed blogs, guide your customers via a quiz to help them determine their skin type.

As a result of the quiz, you can help customers to know their hair and skin type.

Based on the results, you can offer your products to give a personalized customer experience at the ease of just some mouse clicks!

The quizzes not only assist your customers in selecting the proper products but also help you in understanding what your client wants and stocking your store as needed.

The more you guide your customers, the more you know about their likes and dislikes.

You can compare the recommendations with alternative products and show your customers the differences based on the data from the quizzes.

Today, every time you visit a website, you will get a pop-up message that says, “Hi I am X, how may I help you?” Such chat programs like Mezchip allow you to converse with your consumers and know about their needs.

Also read: How to use Direct Messages to drive customer engagement

Adding personalized content and education sections will help your customer based on their specific needs and queries.

Bring physical store experience to online stores

Online buyers want to touch and feel the things they view.

While it may not be realistic, you can still provide your customers with an in-store experience.

We’ve all had the experience of walking into a showroom and being greeted with a cup of coffee. The staff also speak to us kindly to make us feel at ease.

When an offline store speaks with a customer, they learn about all of their wishes, which helps them determine the perfect product for them.

As an online retailer, you can as well provide your clients with the same experience as a physical store.

You can offer a quiz section where the clients can also express their demands and desires.

This procedure makes online buying more interactive. According to a study, interactive content converts twice as well as passive information.

You can also ask your customers to leave their email addresses after the end of the quiz and if they would be further interested in receiving offers, deals, and similar product recommendations from you.

You can also provide a free after-purchase service to enhance your online store experience. This can be a video call or a chat to answer customer questions and better understand their needs.

These kinds of services assist you in better understanding your customer and provide a personalized customer experience. By doing so, you can direct your time and efforts where they are most needed, resulting in long-term relationships with your customers.

Return & Refunds

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Returns are prevalent in many online retailers, but personalization allows you to limit the number of returns. Because every brand expects returns, it’s wise that you have a fairly simple and easy return and refund policy.

According to a study, 95% of customers are willing to return to your store if your return policy is favorable.

Giving your customers more ownership over returns, and providing a painless return experience is what has shown to drive maximum customer loyalty.

To summarize:

  1. Understand your customers and influence them before they make a decision
  2. Suggest products based on who your customers are, by using tools like live chat and quizzes.
  3. Make online transactions as seamless as offline.
  4. Have simple and easy return & refund policies

How Can Small Businesses Provide Great Customer Service

A great idea, seed capital, and some human resource on the job is not sufficient to get a new business going.

Right from the initial stage, great customer service helps in building a solid base for further growth and development of a business.

“Do what you do so well that they will want to see it again and bring their friends.”

— Walt Disney

There is a thin line of difference between a good company and a great company. Customers feel more valued and regarded when associated with a great company.

Irrespective of the size and scale of the company, customer service occupies the topmost position in the list of company objectives.

“You’ll never have a product or price advantage again. They can be too easily duplicated. But a strong customer service culture cannot be copied.” — Jerry Fritz

Understanding Customer Service

It is the support provided by a business to its customers prior to and post-purchase of products or services.

It also includes keeping a track of the usage and experience of the customers during an entire customer’s buying cycle.

Customer retention is a primary objective. And an improved image of the brand comes as an added bonus.

These days customer service is not just limited to the traditional telephone support model rather it has now evolved to providing support and engaging customers across channels like:

  • Email
  • Live Chat
  • Text messaging
  • Social media, and
  • Self-service support, where customers can get answers on their own, irrespective of the time of the day.

So How Can Small Businesses Provide Great Customer Service?

Photo by Jon Tyson on Unsplash

Customers can build their perceptions within seconds about a business. Particularly, when it comes to small businesses, creating the first impression is important.

Using the magic words, “Please” and “Thank You” goes a long way in earning customer trust, loyalty and appreciation.

A “can-do attitude” helps businesses become more dependable and worthy of customer trust.

It builds certainty with customers and reinstates their decision to buy products of the brand.

Phrases such as “I don’t know,” “I can’t,” and “You have to…” reflect complacency and a laid-back approach signaling a negative attitude.

Such phrases are unhelpful and act as triggers for already frustrated customers.

Adding a personal touch by giving calls to the customers goes a long way in staying connected with the customers.

Although in today’s fast-paced era, short personalized emails can be helpful instead of overloaded and lengthy emails.

Following up and maintaining contact with clients helps customers realize their value and highlight the importance of customer experience for the business.

Impact of a Great Customer Service

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Running a small business invites competition from bigger & better market players. Small businesses have a smaller bunch of customers to manage which in turn gives the chance to impress and retain the customers for longer periods.

Lasting impressions are embedded in customers. These impressions get transferred to their acquaintances via word of mouth leading to new customer acquisitions.

Great Customer Service has the following 5 advantages for small businesses:

1. Escalating trend of sales.

Managing an existing set of customers might land a business in a laid-back position, thus, finding new customers has to be a priority.

Customer service helps in increasing sales since not only the existing customers but also the prospective ones have questions to ask.

As per recent reports, 52% of customers are willing to abandon online purchases if they don’t find the information they’re seeking.

2. Retaining customers.

As per an oft-quoted statistic, acquiring customers costs 6–7 times more than retaining your existing ones.

Keeping in mind the time availability and resources with a small business, satisfying customers becomes more critical in running and operating a small business.

As per a report by the U.S. Small Business Administration, 68% of customers tend to leave since they were upset with the treatment they’ve received.

Hence, swift and considerate service for the customers goes a long way in earning their loyalty.

3. Discovering opportunities for cross-selling and upselling

With the advent of advanced systems such as Customer Relationship Management (CRM) and platforms like Mezchip, everyone in the company are aware of the customers.

  • Support agents have access to order histories, open opportunities, and shipping status.
  • Salespeople are aware when a customer requires assistance

4. Improvising the products and services being offered

The support team serves as an important link to the external business environment as they establish a connection on a real-time basis.

The inputs derived from their interaction with the customers serve as important leads for improving the quality of service delivery and products being offered.

5. Make better business decisions.

Customer service tools have multiple uses.

Apart from providing service to the customers, they contribute to the virtual improvement of various business aspects.

That includes customer satisfaction scores and performance of the agents which further aids in taking better and improved decisions for the business.

For a majority of people, good customer service is an expectation, customers need their queries to be answered and issues resolved but that’s not sufficient to stand out from others in the competition.

So how do you stand out?

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The answer lies in transforming good customer service into a Great one!! Small businesses do not require a big budget or a big team to do that, just some brainstorming, the right tools, and an empathetic thoughtful attitude towards their customers.

Looking for ways to manage your customer support better and stand out from others? Book a demo at mezchip to let us help you better!!