Making use of social media for customer service enables your brand to have multiple channels to communicate from, making it easier for all customers to find you, submit queries and have these resolved in a timely manner. Every customer journey is unique, some customers need more attention than others and some may prefer to use social media as opposed to a formal email or phone call.
The point of social customer service is that your business can be reached by members of your audience, whether it’s by direct message, on Facebook messenger or just by mentioning your brand in a post, tweet, video or review.
Social media customer service does more than just keep your customers happy and engaged. Having open social channels with active communication enables customers to see you being a proactive brand, which results in increased customer loyalty, and increased conversions.