How to Use Social Media as as Customer Service Tool

Everyday is filled with new experiences, whether they are pleasant, unpleasant, memorable, or easy to forget you are likely to communicate these experiences at some point or another. Lucky for us, it is now easier than ever to share our individual experiences with all of our peers simultaneously. Welcome to the wonderful world of social networking! Platforms like Twitter and Facebook have allowed us to share every thought that comes to mind without hesitation.

So what does this mean for the business world? Well, to start it means companies better strengthen their customer service practices or they will face the wrath of angry tweeters everywhere. As of 2012, there are more than 500 million twitter accounts; meaning a single tweet about your company could have a significantly larger impact than you may have anticipated. By developing your social networks into a customer service medium you will be able to better serve the people who make your business run.

Be an Active Member of the Social Networking Society

It is important for a business to not only have social networking, but to also make sure they are maintaining those accounts on a daily basis. This means you are responding to your tweets that require a call to action. For example, if a customer tweets about how unhappy they are with your product or service, be accountable for your product; it may save you from losing that customers business in the future and it is creates a respectable image for your brand. Remember that when your customers purchase your product they are choosing it over a number of other suitable alternatives.

Connect With Your Followers

Engaging with your customers and clients shows that you care about the people that make your business what it is. At the end of the day it is our customers who keep us in business and for that we owe it to them to be responsive. Having social networking benefits both you and your consumer for a number of reasons. First of all, it allows for further communication and engagement which can help to strengthen the relationship and lead to more business. When your consumers feel connected to you they develop a loyalty with your brand and are more likely to utilize your products or services for future needs.

Be Receptive

Social media is also a great forum for creating conversation about your business. This can be positive or negative, depending on how your business operates. As I mentioned earlier, there are over 500 million Twitter accounts and 955 million Facebook accounts circa 2012. It goes without saying that you can reach a mass amount of people if you build the right network. Social media can be a great way to gain feedback from your client base to see what you need to work on as well as what you’re doing right. You should make it a point to take criticism to better your business practices in order to retain more customers and to also build a stronger customer base.

Create a Stronger Foundation 
It’s simple, people want to do business with companies who they feel care about their customers and their needs. Think of it this way, social media can either make you or break you depending on how you utilize it; it can be a great tool to gage the satisfaction of your customer base and an even better platform to show what your company is all about. Sometimes all it takes is a personal touch in order to grab the attention of potential consumers.

Ideally, you would like your social media efforts to

1)      Attract new customers

2)      Engage current customers

3)      Help build and maintain your brand

By maximizing your interaction on the web, you are showing your customers that you are easily accessible should they have any concerns. So don’t be afraid of social media, instead put yourself out there and use it to better your customer service methods and build a stronger foundation for your business.

Website Citation

Felix, S. (2012, September 27). Charts: See how massive social media is now, by users and dollars. Retrieved from

Photo Citation

(2012). Social Media Graph [Web Graphic]. Retrieved from