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Why Customer Service Needs Social Media

Have you ever wondered if there’s actually a real live person running brand’s social media pages?

The answer is yes.

There is a live person moderating the page, and if not, there certainly should be because the reality is: commenters are customers.

 “Today’s highly connected customers expect immediate and relevant experiences from brands on whatever [communication] channel they choose….Customers who engage with companies over social media spend an average of 30% more with those companies than other customers.” –Hootsuite

As moderator of one of our client’s Facebook pages, I can personally attest to the fact that people truly appreciate timely, informative responses.

You’d be surprised what people post on brand’s Facebook pages. From job inquires to complaints to compliments, you get a whole array of comments, and customers expect answers.

Here’s what customers expect and how you can give it to them:

  • Immediacy

42% customers commenting on social media expect a response within 60 minutes.  To help manage comments, check your brand’s page every morning, after lunch, and at the end of the day. Download the Pages app to your phone for easy  mobile monitoring and notifications.

  • Consistency

No one likes to repeat themselves over and over again, so be sure you respond in a way that solves the problem efficiently. If you cannot directlyanswer the question, it helps to have pre-written response templates to send out telling the person exactly who they should contact and what to include in their message. This ensures consistency every time.

What’s the point of all this extra effort just to make these social media customers happy?

Well, here’s the bottom line. Customers see social media as customer service.

So, think about every great customer service experience you’ve had.

That experience likely made you want to buy that product, recommend it to your friends, and become a loyal customer, right?

Well, in today’s digital world, that can be accomplished with simply a few keystrokes, and sometimes before the customer even sets foot in the store.

Need more convincing? Here’s 5 more reasons social customer service helps brands:

  • Broaden the Reach of Your Customer Service
  • Improve Customer Satisfaction
  • Cultivate Brand Advocates
  • Gather Intelligence to Improve Customer Service

So jump on the social media bandwagon, and be sure your page is being regularly monitored by qualified people or agencies that truly understand the social media world.

It really makes a difference in the eyes of the people who matter most—the customers.

*Information was gathered from the original article on Whitepaper. Read more here:

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Manuel Daza