Social Media Customer Service Best Practices


If you are trying to find ways of enhancing customer experience, social media customer service can be your answer. Here are some social media tips to improve your customer service. Social media customer service helps build better relationships with your customers, assuring them of your continuous support. Furthermore, social media customer service connects customers directly to your business, offering instant gratification. Certainly, when customers get directly in touch with your business immediately, customer service improves. Moreover, interacting with customers on public platforms like social media sites establishes your business’s credibility. On the other hand, inadequate social media customer service can lead to customer dissatisfaction, driving them away from your business. To prepare your social customer service strategy, this post discusses some best practices that your customers are sure to appreciate.

Go Where Customers Are

Providing exceptional social media customer service is easier if you use the same social media platforms as your customers. The common platforms save resources and time while delivering better social media customer service. Though businesses generally provide social media customer service via Facebook and Twitter, you may find your customers on other social media platforms like Instagram, Pinterest, LinkedIn and Google+. Almost always, it is better to provide customer service on the social media platforms where your brand name is mentioned most often.

Train Your Team

The employees who handle social media customer service must be well trained in providing customer care. Training develops both skills and patience to adequately assist customers in social media platforms. In addition, the customer service team should be capable of handling negative remarks or angry complaints tactfully, protecting the brand image of your business. Only proper training can prepare your social media customer service team in fulfilling these responsibilities. Make sure that the customer service training includes clear directions on the language and tone of voice to be used. Surely, this will improve the overall quality of your social media support.

Create Support Handles

To further improve social media customer service, creating separate customer support handles for each department can organize requests for support. Undoubtedly, this measure will make promptly responding to customer queries easier. Additionally, creating separate customer support pages prevents your social media marketing campaigns from getting overshadowed by customer queries. More importantly, designated social media customer support handles will help in building better customer relationships.

Respond Quicker

When it comes to social media customer service, speed matters as much as quality. Customers ask questions on a business’s social media page to grab attention quickly. What’s more, a number of customers expect to get a response within an hour or less. Due to the quick paced environment of social media platforms, customers tend to act impatiently. However, quick responses can easily pacify them, improving their perception of your business.

Maintain Consistency

Like every other aspect of your business, social media customer service needs to be monitored by a set of standard principles. These principles maintain the consistency of social media customer service efforts. Under standard principles, customers will be offered similar reimbursements or credits. Moreover, each customer query will get equal importance. As you can imagine, consistent social media customer service is more appreciated by customers.

Be Empathetic Towards Customers

Finally, empathetic customer service strengthens customer relationships. Especially via social media, considering complaints from the customer’s perspective enables you to respond more empathetically. Using empathy, you can construct responses that are thoughtful and positive to strike the right cord with the customers. Here are some thank you business sayings to get started.  Furthermore, you should apologize where necessary, convincing the customers about your genuine concern. Of course, empathy towards customers will boost your social media customer service.

As we have discussed, social media is a necessary tool to connect with your customers online. On top of that, it can alleviate customer concerns of your business. Skilled social media customer service can retain customers and even attract new ones through word of mouth, adding a competitive edge to your business.

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