The importance of social media in customer service

Where would you ask a question or make a complaint about a brand? Via letter, phone call, email or social media?

Customer service has rapidly progressed. Where once we would write a letter, walk it to the post office and expect a response within around 2 weeks, we now send a 140 character tweet to the company and expect an almost instant reply!

Social media is now a much more reliable medium for customers to get a response. A recent survey revealed that 80% of customers received a reply to their complaint on social media, compared to only 37% who complained via email.

What should your business do?

Some companies may think this shift doesn’t involve them. However, with 31% of Brits saying they would make a complaint about a brand via social media, whether you have a social media presence or not, you need to know what people are saying about you! Customers will talk about you whether you are there or not and each interaction you have with a customer is a way to learn and provide a better product/service! It has also been reported that £12 billion a year is being lost through poor customer service, so even more reason to get it right!

Top tips for good customer service on social media:

  • Listen to what’s being said – make sure you know about people who are talking about you
  • Respond quickly – customers expect a fast response. Make sure you respond as soon as possible. If you need to investigate further, reply first to say you are looking into it and will come back shortly with an answer
  • Take it offline – if a conversation is getting out of hand, ask for an email address so you can reply to them more personally
  • Be personal – don’t just post a generic message. It takes no time at all to include the customer’s name and tailor the response to them
  • For some more useful tips, click here

Companies getting it right:

There are a number of companies who are getting it right on social media for customer service. Here are just a few examples:

For some more examples, click here.

Do you have any questions about customer service on social media or do you know a company that does it well? Leave a comment below to let us know!

 © Jarry1250, “Speech bubbles” graphic, Attribution-Share Alike 3.0 Unported

Latest Posts

TikTok is continuing its push into livestreaming by testing a brand new feature called Fan Clubs. This update is designed to encourage more interaction between creators and their audiences, by turning livestreams into a more gamified and community-driven experience. With livestream shopping already booming in markets like China, TikTok is…
Read More
We didn’t make it to Cannes Lions this year. No rosé by the marina. No sunburnt schmoozing. But that doesn’t mean we missed the plot. Because beneath the yacht selfies and the sea of sequins, there were big signals. Clarity. And, dare I say it, a few quiet…
Read More
Social media marketing is a powerful tool for businesses to engage with their audience, build brand awareness, and drive conversions. However, with the sheer volume of content being shared every second, standing out requires more than just posting – it demands efficient, high-quality design. In today’s blog, we’ll explore key…
Read More