How to Make Social Media Work for Customer Support

We live in a fast-paced world that is constantly on the move. If most of us could get an extra hour or two to the 24 regular hours, most of us would probably take it. Even our social media is fast-paced like our lifestyles and we expect businesses like yours to live in our time on our schedules.

It has been shown that people reaching out on social media to businesses for support Q&A expect a response within an hour. Talk about a large task! Between managing social media, the rest of your work plate, and your own schedule, how can you make social media work for you as a customer support platform?


The truth is, we are seeing this work

Social media can help create a transparency to a business when it comes to communication. Being able to directly communicate with a real person from a business is much more satisfying than sitting through an automated phone service.

In addition, a study by NM Incite saw that 71 percent of customers are more likely to recommend a brand that they received a quick and effective response from on their social media. Talk about the ultimate community builder. You may also know through personal experience that customers are more likely to buy when someone they trust recommends them – a huge part of any marketing strategy.


Showing a successful turnaround of your customer service support shows you value your customers and are willing to help them find a solution to their questions. Looking to step up your social media support game? Here are some suggestions on how you can take customer support to the next level – and even some accounts you can follow to see how they are doing it.


Be friendly and engaging.

Naturally, you catch more bees with honey than vinegar. Engage your customers in a conversation. If they come to you with a problem, solve it for them in a simple response. Always thank them and keep the conversation open for follow-up just in case. Feel free to add your own personality or even sign your response to add an even more personalized response than just a generic business response.

Who’s doing it? Target. Quick, effective responses save everyone time. It also shows that you are active and paying attention to what customers have to say. The person who responds to the customer support inquiry even signs his or her name at the end of the response, giving the actual customer service representative an identity.


Be knowledgeable about your company.

To generate quick and effective responses for customers, you need to know the ends and outs of the business. What can you say and cannot say to customers online? What are at least 3 solutions to an issue a customer may face? Knowing how to handle and tackle these issues ahead of time helps prepare you for the actual situation rather than running around looking for a solution, hence wasting time responding.

Who’s doing it: Fitbit. Constantly posting, this company notifies their customer of site issues, product implications, or answers questions on effectiveness of devices. They even engage with customers by tweeting back fun and whitty tweets about fitness and health.


Check ups are always nice.

If a customer (or several) are having a challenging issue to solve, it never hurts to check back in and make sure the issue was resolved. It helps increase customer service significance and let’s your customers know you are there for them.

Who’s doing it? Samsung. Checking in with customers through live tweets lets other customers see what they are doing, further instilling the policies set forth by their customer service. It also shows existing customers that if they were in a similar situation they would more than likely get a similar level of attention.


Make it a part of the whole business.

Customer service shouldn’t just live online. Take what your customers are saying and tailor it into your business for the better. It is the most successful way to help your business prosper and turn it into something that works effectively for you and your customer.

Who’s doing it? JetBlue. When a customer comes to them with a support issue, JetBlue is quick to get on it and involve the business in what they are doing. For instance, a tweet a customer posted about how her airline service was so helpful and how appreciative she was of one particular employee, JetBlue tweeted back at her and even included the employee in the tweet to let her feel the love.


Have the right type of conversation.

Not every customer support situation is easy to handle via text and may require another form of support intel. Know when the conversation is most appropriate to be moved offline and into a direct conversation, perhaps via email, phone, or even Skype or video tutorials.

Who’s doing it? Nike. They understand that social media may not be the most effective way to solve their customer’s issues. They work around this by offering them several options to let customers select what works best for them in solving the issue at hand.



Social media as a support channel may be the right option for you. Struggling finding a way to market your social media? Let Maximize help by contacting us today.