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3 Proactive Tips for Social Media Customer Service

Eighty percent of consumers use social media to engage with brands and 59% believe it’s made
customer service easier. How you engage with customers can be the difference between gaining
repeat business and being unfollowed.


How can you grow customer trust and loyalty with social media customer support?


In our latest one-minute marketing video, we look at the importance of responding quickly, dealing
with complaints and setting expectations. Press play below or view “Three proactive tips for social
media customer service.”


Need help using social media to increase customer satisfaction? Give us a call. We’re here to help.

Transcript

80% of consumers use social media to engage with brands and 59% believe it’s made customer service easier.

Let’s look at three proactive tips for social media customer service.

Tip #1: Respond to messages—and do it quickly.

69% of people in the U.S. say messaging on social media helps them trust a brand. Respond quickly, because 76% expect a response within 24 hours.

Tip #2: Don’t ignore or delete complaints.

Increase customer recommendations by up to 25% when you respond to a complaint. Also create an internal process to send complaints to the right department and follow up to make sure they’re addressed.

Tip #3: Set clear expectations.

You can’t be online 24/7, so post your hours for social media customer support. Set an “away status” when you’re not available and provide alternate solutions such as a call center or self-help options.

Need help using social media to increase customer satisfaction? Give us a call. We’re here to help.

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