90% of people who have social media accounts have used them to communicate with brands, and about half of them do it to resolve customer service-related issues.
Social media has reshaped the relationship between customers and businesses. Users can compare a brand’s customer service with their competitors in just a few clicks, and customer communication instantly becomes transparent for a broad audience.
In this article, we'll cover:
Successful Customer Journey in Social Media
As more and more brands are getting serious about their social media game, we can highlight the points that can be deal breaking for customer communication.
- Customers expect brands to respond. No matter what form of interaction they choose — direct message or a public post with a brand mentioned in it, users want businesses to react, and do it quickly.
- 60% of users expect businesses to respond to their requests on social media in 1 hour or faster. Speed and convenience are key factors for modern customers, and brands that deliver instant satisfaction have a huge competitive advantage.
- Customers don’t like to repeat their stories. As people switch between communication channels, they still expect businesses to keep track of their interactions and establish smooth communication.
Whether businesses decide to handle customer care themselves or outsource it — the process of social media interactions can’t be disregarded or underestimated. In 2024 social media will be a powerful tool that influences brand’s reputation and revenue directly.
Besides monitoring mentions and responding to direct messages, how else can businesses use social media to provide a better customer experience? Here are some ideas SupportYourApp implements for our clients and their customers:
- Self-service options, like FAQs
- Automated chatbots for handling simple requests
- Collecting feedback and performing surveys
- Personalizing experience based on customer preferences
Next question — what channel should a business use to communicate with customers? Many brands stick to the most popular platforms: Facebook, Instagram, X (formerly Twitter). But the proper answer would be: the more — the better. Brands should meet their customers wherever they expect them, and using multiple channels will most likely bring multiple benefits.
Best Examples of Social Media Customer Service
Spotify
If a business has been online for some time already, they probably already have a scope of questions they get asked multiple times a day. So does Spotify, and instead of explaining to each user why they can’t find music they are looking for, they provide users with a knowledge base article, dedicated specifically to this topic.
Customers always appreciate brands going an extra mile, and Spotify surely does. Users who contact customer support can often get a music recommendation, personally picked by a support representative and appropriate for the situation.
Netflix
Some companies, even well-known and trusted ones, can be reluctant to admit issues on their side, or just ignore customer complaints. In a totally transparent world of social media, it is not an option, and Netflix knows this. When they spot a critical issue, they inform their customers on how to fix it, and always remember the key factor of online customer service: speed. Users who contact Netflix CS on X with a standard issue, can get it fixed within 10 minutes.
Mailchimp
A popular email marketing platform, widely used by small and medium businesses, pays attention to their social media pages as well. Unlike most B2C companies, Mailchimp gets a lot of tech-support requests via social media, which requires an additional training level for their team. Quick resolution of both technical requests and standard customer service queries spares a lot of time and effort for both customers and tech support team.
SupportYourApp’s Experience
We at SupportYourApp have been handling social media customer service outsourcing for years, helping our clients gain customers’ loyalty, building a solid community, and creating a comfortable customer experience.
There is no need for wasting hours on monitoring social media feeds: with our professional consultants and AI-powered tools, we make sure all customers get the attention they need and have their issues resolved in a timely and effective manner.
Social media customer service is a trend that is not just going to stay with us for good, but is growing and evolving every day. Which means there will be no better time for strengthening social media presence than today.
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Anastasiia has a diverse background in writing, spanning IT, logistics, and business. Now, she focuses on customer support and communication, combining her expertise with a passion for clear and effective messaging. A true book lover, she believes there’s nothing better than getting lost in a great story — and that the best way to honor books is to write one yourself.
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