How to Provide Excellent Customer Service on Social Media

How to Provide Excellent Customer Service on Social Media

Date & Time
February 16, 2023
Reading time
4 mins
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Lopamudra Barik

Understanding how to customer service on social media will help you improve revenue while promoting your brand?

You're not alone, after all. We're all guilty of criticising brands on social media, and we all appreciate it when they respond straight away, right?A terrible customer care experience today costs firms more than it did in the past because of internet users think it matters when making any online transaction.

Even in the most distant corners of the globe, social media now makes up the majority of internet traffic.

Adding customer care to social media platforms makes sense given how popular social media marketing has become.

What precisely is social media customer service, and how can it be carried out effectively? Find out by reading on.

social media

What is customer service on social media?

Social media customer service is the act of using social media platforms to respond to queries or complaints from customers.

Because it enables clients to get in touch with your staff using services they currently use, it is quite successful. Nowadays, social media is used by everyone and is being used more and more frequently.

Having a satisfied and devoted customer base is the ultimate goal of customer service.There are no set guidelines or platforms for it.

There are now two approaches you can take. One is to merely answer to any consumer questions or concerns you encounter or that they contact you about using your official email address or phone number.

The alternative is to take initiative and cater to your clients' demands (even before they buy your product).

The first will bring you satisfied clients, but if you want to keep them as clients, you must engage in "customer care."

People now use these venues to express their thoughts, grievances, and even jokes about everything and everything.

Growth of social media

Therefore, it only makes sense for brands to pay attention to their customers on social media.

Why utilise Social Media Customer Service?

I think we can all agree that social media is powerful.

Every month, individuals and companies exchange more than 20 billion messages on Facebook Messenger alone!

Additionally,67% of consumers use Twitter, Facebook, etc. to file concerns. One in three persons, then!

Another interesting fact: A Brain & Company study found that consumers are likely today up to 40% more for goods from companies that interact with them on social media.

To succeed, you must understand the problems that your customers face. If you use social media properly, you can find out-what these problems are for free.

1. Establish a special social media account for client care

You may separate client complaints and difficulties from other marketing-related activities by setting up a social media account solely for customer support.

Your clients will benefit from knowing who to tag or where to send their complaints for prompt response if you have a specific social media handle.

Most prominent firms recognise this principle and have built specialised customer assistance handles on social media, like Nike, Spottily, and Hotpots.

Establish social media
Social media account client care

2. Establish social media rules

If you use social media for marketing purposes, you probably already have a set of social media rules and regulations in place.

Social media rules
Social media rules

These days, you need to have both a social media policy and standards for your firm. 

You must establish social media customer service rules to address the issues of social media, just like your marketing guidelines.

Social media policies serve as a kind of instruction handbook for staff members about the appropriate ways to behave on social media.

It goes without saying that you should have a set of guidelines for what to post and what not to piston social media because anything your employees say from the company account directly affects your brand.

You can include the following in your social media policies to offer quality customer service:

  • Response time
  • Message timbre
  • FAQs and their responses
  • Protocol for escalating customer complaints
  • System for managing permissions and process for approving messages

3. Pay attention to talks that mention your company

On social media, there are direct mentions where your company is tagged and the appropriate account (with the right spelling) is referenced.

While some consumers go to great pains to utilise the proper "@" and"#," there are also those who simply type the brand name, which is not always the correct one, and engage in casual conversation.

Even if the name is spelled incorrectly, the proper subject is understood by all.

You need to keep an eye on it because such a discourse, particularly a negative one, can have a significant impact on your brand.

Mention your company
Mention your company

You may either copy Jet Blue or Starbucks in doing this by setting up Google alerts for any mentions or tags of your brand on social media in particular.

Customers who mention Jet Blue in passing during conversations—without tagging or using hashtags—are also addressed by the airline.

This action goes a long way towards preserving positive client connections. Warrior and Social Mention are two apps you can utilise to assist you with this.

4. Take initiative and control client expectations

It implies that you must actively look for complaints that recur, identify the problem that isn't being addressed there, and swiftly address those concerns.

Managing consumer expectations in accordance with what you can give is another method to be proactive.

When you are absent, for instance, you can offer postings or videos that address common or often occurring problems.

Client expectation
Take insensitive

This will greatly reduce the number of complaints for minor issues.

You can point your clients towards solutions by using Instagram story highlights or tweeted pins

5. Follow the appropriate paths

It might be over whelming to manage a mountain of platforms with client expectations on each one as new social media sites emerge frequently. 

Making the appropriate platform selections is what you can do to get around this.

The correct course faction will depend on your industry and where your clients are most active. It might be Facebook and Twitter for some people, Instagram and Tiktok for others.

For instance, most brands like Nike use Twitter for their customer support, yet for others like Mac cosmetics, TikTok is the right venue.

6. Keep communications confidential (as needed)

Social networking is ever-changing. Here, things happen quickly.Providing good customer service is also a time game.

Customers are typically impatient and need quick responses. This is not realistically achievable.

So that you may handle the expectations of your consumers appropriately. Be kind when responding, and if you are unable to provide your consumers with adequate answers, direct them to the appropriate sources.

keep communication
Communication credentials

Let your clients know when you're gone (you can't always be online), that you'll be offline for a while,and that you'll be back online at a specified time when they can get in touch with you.

Give them links to self-help resources and other ways to contact you in the interim.

For instance, Apposes made sure this consumer was heard right away by responding to them in under 3 minutes.

7. Establish brand tracking

In addition to the above advice, customer assistance cannot be provided by simply creating an account Ora FAQ template.

Customers need to feel that you care about them, especially when they're upset.

You must continue to use such channels if you want to be accessible to your customers.

Brand tracking
Brand tracking

After having more than one bad experience, almost 80% of customers say they would do business with arrival.

Simply be accessible to your customers if you don't want to let them down.

Automating responses rousing tools to flag brand mentions are good places to start.

To assist you with automation, use platforms like Live Chat, Communicate, etc. Customers may feels though you are always available to them thanks to these tools.

8. Distribute surveys of customer satisfaction

Social media is open to the public, and nobody wants their flaws to be exposed there. 

However, there are some issues that should be handled discreetly. Honesty and transparency do help your company connect naturally with customers.

For instance, if you need to talk about something private or just need to calm them down. 

To handle such public interactions more effectively, learn when to take them private.

Customer satisfaction

On most social networking networks, there is a direct message feature that you can use for this. Make sure the customer is aware to check their  for your response.

For instance, one woman tweeted about a problem she was having with Spotify on her TV. The moment she messaged, Spotify immediately responded, asking for some sensitive information.


9. Quickly adopt new channels

You may provide excellent customer support by using a brand monitoring system on social media channels where your customers are most active

Utilise social media management tools to focus on pertinent content about your brand. These tools make it simple to enter watchwords and assess how your brand is perceived by your target audience.

This differs from conversation monitoring in that you must here keep an eye on the broader perception of your brand rather than a particular conversation or comment.

You can use tools sentimentalisation or brand to your advantage here. Knowing this makes deciding how to enhance your image simple.

Adopt new channel
New channel


It takes a lot of work to keep your King pleased, we agree, but good customer service is the way to treat them well. Fortunately for you, there are now a tonne of tools, tracking services, and platforms that you can use effectively. 

The majority of the internet has been taken over by social media, and its influence on individual sis growing daily. Additionally, consumers are not afraid to publicly express their opinions about brands. 

They have the potential to ruin a brand's reputation for even a small inconvenience. As a result, it is now crucial for firms to extend their customer service on social media sites. 

We hope that this post was helpful to you in developing a successful social media audience.


Why is it important to provide excellent customer service on social media?

Social media is a popular platform for customers to voice their opinions and concerns about a brand or product. Providing excellent customer service on social media can help businesses retain customers, increase customer satisfaction, and improve brand reputation.

What are some tips for providing excellent customer service on social media?

Some tips for providing excellent customer service on social media include responding promptly, using a friendly and professional tone, addressing the customer by name, acknowledging the customer's concerns, offering solutions, and following up to ensure satisfaction.

How can businesses handle negative comments or reviews on social media?

Businesses should respond promptly to negative comments or reviews on social media and address the customer's concerns. They should apologize for any issues the customer experienced and offer a solution to resolve the problem. It is important to remain professional and avoid becoming defensive or confrontational.

What are some best practices for engaging with customers on social media?

Some best practices for engaging with customers on social media include being responsive, using personalized responses, showing empathy, offering value-added information, and thanking customers for their feedback.

How can businesses measure the success of their social media customer service efforts?

Businesses can measure the success of their social media customer service efforts by tracking metrics such as response time, resolution rate, customer satisfaction ratings, and engagement rates. They can also conduct customer surveys or use social media listening tools to gather feedback from customers.

What are some common mistakes businesses make when providing customer service on social media?

Some common mistakes businesses make when providing customer service on social media include ignoring customer inquiries or complaints, using a robotic or impersonal tone, failing to acknowledge the customer's concerns, being defensive or confrontational, and not following up with customers after an issue has been resolved.

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