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.

Enjoyed the post? Kindly use the sharing buttons below to share the post on your favorite social networks. To make sure you stay up to date with our articles, enter your email to subscribe

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.


    • Valentine Belonwu · February 7, 2013

      Hi Sapna,
      I agree with you because the lifeblood of every business is its customers and with social media we can interact more with them.
      Thanks for your awesome comment.

  3. g · June 22, 2020

    Hi there! I’m at work browsing your blog from my new iphone 4!
    Just wanted to say I love reading your blog and look forward to all
    your posts! Keep up the excellent work!

  4. · June 24, 2020

    Cbd oil that works 2020
    Hello there I am so thrilled I found your website,
    I really found you by accident, while I was browsing on Aol for something else, Nonetheless I
    am here now and would just like to say thanks a lot for a fantastic post and a all round enjoyable blog (I also love the theme/design),
    I don’t have time to go through it all at the minute but I have bookmarked
    it and also included your RSS feeds, so when I have time I will be back to read a great
    deal more, Please do keep up the great work.

    best rated cbd oil cbd oil that works 2020

  5. · June 27, 2020

    Everyone loves what you guys are up too. Such clever work and coverage!
    Keep up the superb works guys I’ve included you guys to blogroll.

  6. kredi ankara · June 27, 2020

    After exploring a number of the articles on your blog, I seriously like your technique of writing a blog.
    I book-marked it to my bookmark website list
    and will be checking back soon. Please visit my web site as well and let me know what you think.

  7. cbd oil that works 2020 · June 28, 2020

    constantly i used to read smaller posts which
    as well clear their motive, and that is also happening with this paragraph which
    I am reading now.

  8. website hosting companies · July 17, 2020

    You could certainly see your skills in the article you
    write. The sector hopes for more passionate writers like you
    who are not afraid to mention how they believe.

    All the time go after your heart.

  9. last minute flights · July 28, 2020

    Hey There. I discovered your blog the usage of msn. This is an extremely well written article.
    I’ll make sure to bookmark it and come back to read extra of your useful info.
    Thanks for the post. I will certainly comeback.

  10. adreamoftrains web hosting services · July 30, 2020

    Wow, superb blog layout! How long have you been blogging for?

    you make blogging look easy. The overall look of your website
    is wonderful, let alone the content! adreamoftrains web hosting providers

  11. flight scanner · July 31, 2020

    Greetings! Very helpful advice within this article! It’s
    the little changes that make the greatest changes. Thanks for sharing!

Leave A Reply