How to Use Social Media as a Customer Service Tool

How to Use Social Media as a Customer Service Tool


Any business will fail without a good customer service. As a business owner, you must explore every available means to keep your customers, or else, you’ll lose them into the ever waiting hands of your competitors.

With many communication platforms available today, you have no excuse for not maintaining a good rapport with your customers.

Social media is one of the most widely used communication avenues today. Now, think away from just making friends, getting latest information, or catching fun. Think business!

Yes, social media can help your business by serving as a very effective customer service tool – if only you can explore that advantage. Social media is a very fast, easy, and cheap avenue to engage with your customers and improve your reputation and credibility.

Here are four tips for using social media to build customer trust gain more customers, and interact better with customers.

1. Create a separate account for customer service

Having a secondary Facebook or Twitter account solely for customer service improves credibility. By doing this, you’re telling your customers that you’re greatly concerned about them and would be eager to respond to their enquiries and complaints.

Did you ever notice that big companies often have a separate phone line for enquiries and complaints only? This tactic is just very similar.

Sometimes, customers may make enquiries or lodge complaints through your main account because they’re not aware that you have a separate account for that. In that case, reply the customers, telling them that you’ve gotten their query and that the response will be coming shortly from the customer service account (state the account name). This way, they’ll know where to direct such queries in the future.

2. Reply quickly

Whenever customers send enquiries or complaints, reply instantly. Nothing destroys the reputation of a business faster than poor customer service.

Whenever reading reviews about a company, a single complaint like, “their customer service is practically dead,” will send you looking for better alternatives.

3. Reply in a helpful, friendly manner

Sometimes, out of frustration, customers may send harsh messages. Some may even hurl insults. Reply such messages with a similar tone and start killing your business on the spot!

Always be calm while replying customer queries (I understand, you’re human, and you may have been hurt by the insult). Look into the customer’s problem and offer helpful tips on how it can be solved quickly. This is how to retain customers.

Also, be friendly in your tone while sending replies to customers. It won’t hurt if you inject humor. Avoid offending someone though.

4. Avoid anonymity

Customers appreciate it when they know that they’re interacting with someone they can identify. Even if they can’t or haven’t seen your picture, always add your name at the end of every message to indicate it came from you.

If your assistants respond to customer queries on your behalf, instruct that they add their names at the end of each message they send. This way, customers know they’re dealing with a person who has a name, and they’re not receiving automated messages.

So, if you’ve not been interacting with your customers via social media, it’s time to get started. Keep these four simple tips in mind and you’ll never lose a customer.

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Published by Valentine Belonwu

My name is Valentine, founder of this site, an entrepreneur working as a moderator at Bizsugar a small business community news site. Connect with me on Google+ at Valetine Belonwu


  1. Sian Phillips · February 6, 2013

    Great post Valentine. I see some brands ignore comments which can be so detrimental to their business – and quite rude too.You have some great tips there. Thanks for sharing on……of course 🙂

    • Valentine Belonwu · February 7, 2013

      Hi Sian,
      Thank you so much for stopping by,I have came across such brands and it makes me wonder if they really even care for the people that took their time to comment on a certain issues but never got any response which is very rude.

      I hope they will change someday. Thanks for your comment. 🙂

  2. Sapna · February 7, 2013

    HI Valentine

    Great post!

    Customer expects too much every time and at times it is very difficult to live up to their expectations. Nevertheless the points mentioned by you stands very well. My experience have been that people like to have someone who understands their needs and then design something based on their hidden and desired specifications and the companies which are doing those things are bound to succeed.

    Thanks Valentine for sharing this.


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