5 Ways to Implement Social Media Customer Service
Social media customer service has overtaken call centers. Brands using social media for their customer care strategy are winning the loyalty game. Here are ways to implement social media customer care and develop a strategy.
Why Businesses No Longer Need a Phone Number
In this fast-paced digital age, consumers have urgent questions for businesses. They’ve realized that social media is the most convenient way to get answers to those questions. A Nielsen survey commissioned by Facebook shows that 64% of people prefer to message rather than call a business.
In the past, if a customer had a question or problem with a product, they would have to call the company and wait on hold for a customer service representative. This was not only time-consuming but also frustrating. With social media, customers can reach out to brands through platforms such as Twitter and Facebook 24/7 and receive a response promptly. (Tien and Prodanovic, 2022)
The Difference Between Customer Service and Customer Care
Although “customer service” and “customer care” are often used interchangeably, they differ.
Customer service is when a customer comes to you with an issue or question. On the other hand, customer care is when a brand proactively meets its customers’ needs. It starts before the customer reaches out with a question or issue. Customer care involves educating customers about your product or service through social media. It also means having answers and information ready before someone reaches out.
Why Social Customer Care Must Be on Your Radar
One of the most significant factors that have a massive impact on the longevity of a business is customer experience. According to a survey by Statista, 47 percent of respondents from the United States indicated a more favorable view of brands that respond to customer service questions or complaints on social media.
Social customer care can be a springboard for brands to increase sales and brand loyalty. It can help brands understand customer expectations and provide solutions to meet customer needs. Social customer care influences not only the customer the brand is interacting with but also those who are witnesses to the communication.
According to data from Sprout Social, 40% of customers reach out to brands if they have a bad experience, 47% if they have a question, and 59% share their good experiences. These numbers show just how effective social customer care can be for businesses. Not only can it create brand loyalty, but it can also lead to increased sales. (Barnhart, 2022)
5 Ways to Implement Social Media Customer Service
Here are five things to remember before you start using social media for your customer care strategy.
Use Templates
Specific response templates based on the customers’ frequently asked questions help address concerns quickly. This also enables you to share consistent and accurate information with your customers.
Use Chatbots
Chatbots can be used to improve response time and help customers access information, even if you’re not available. With automation, you can save time for your customers and your team.
Be Human
While chatbots can help to answer frequently asked questions, they will not replace the need for a real person. Customers want to know that there are real people behind the brand, so make sure to be personable and relatable in your responses. Use social media to show the human side of your brand.
Be Consistent
It’s essential to be consistent with your social customer care strategy. This means having the same tone and voice across all platforms and providing timely responses.
Listen to Feedback
Social media is a great way to gather feedback from your customers. Use this feedback to improve your products and services.
When it comes to social media, customer service is more important than ever before. Today, customers expect quick responses and excellent service from the brands they support. Social media allows brands to show their human side and build lasting relationships with their customers.
Works Cited
Tien, Shannon, and Konstantin Prodanovic. “The 9 Most Important Social Media Trends for 2022.” Social Media Marketing & Management Dashboard, 12 July 2022,
blog.hootsuite.com/social-media-trends/#4_No_one_will_want_to_talk_to_your_brand_on_the_phone.
Barnhart, Brent. “How Top Brands Handle Social Media Customer Service and Support.” Sprout Social, 25 Aug. 2022,
sproutsocial.com/insights/social-customer-care/.
Customer experience is the new battleground for business. We are ready to help you be fully equipped to win a good fight. At Innovate Social Media, our biggest focus is helping small to medium-sized business owners understand the power of online marketing. We strive to help your team find ways to align marketing activities with your business goals.
We’ll help you create a social customer care strategy that speaks to your customer’s loyalty, repeat sales, and referrals. If you’d like more information, write to us at info@innovatesocialmedia.com.
