Taking Advantage of Social Media for Customer Service

SMS Text


It can easily tarnish a brand’s identity when a user brings his or her complain on the social media. But it also goes the same for reaping compliments for your customers. In order to take advantage of social media for your business, it is best that you know how you can properly integrate it to your customer support service

Means of Communication Between You and Your Fans

It may be counterintuitive for your campaign to let users post complains on your page, but it is more ideal than letting them rant elsewhere. You can easily respond to your customers’ issues if you let them post on your page. If you do it right, you can turn their opinions around because of your superb customer service. Just remember to open the floor for complaints with a concrete plan on how you would handle them.

Bring Your Existing Fans to Your Page

Using you current means of reaching out to your customers, bring your existing fans to your social media profiles. Run a contest or a promotion on your Facebook, and include it on your product’s packaging, newsletter, or email. After all, they already “like” your brand in real life.

Connect with Your Customers

People uses social media to connect and be heard. Interact with users who talk about your brand, whether it’s a compliment or complaint. Don’t wait for someone to post on your wall or mention you in his or her tweet. Make them happy by listening to what they have to say.

Give Your Brand Ambassadors a Bonus

Always keep on searching for your brands, and think of ways on how you can rewards them. Turn them into advocates of your products by making them feel special. It can be as simple as pitching new or upcoming products, giving them a free sample, or giving them an office tour.

 Share Compelling Content

It will be difficult for your brand to engage your customers through social media if you don’t have anything special to say. That’s why use your online platform to share useful and relevant content to your customers. Every brand can—and should—create and share quality content.

Be Dynamic

Other than texts, you can also share content in other media form such as images or videos to make it more engaging. Moreover, encourage your customers to participate and share contents on your page. That way, you are making your online presence sound and look human, and your interaction with your precious clients is more personal.


Using various social media for your business can impact your brand big time. So use it to its full extent, but don’t forget to learn how you can handle it properly.


Source: Social Media Magazine by Thomas Hendele | Flickr

Aki Libo-on
Aki is a content strategist, marketing consultant, and former assistant editor of SEJ. When not at work, she is busy plotting her #WorldDomination plans while... Read Full Bio
Aki Libo-on
Subscribe to SEJ!
Get our weekly newsletter from SEJ's Founder Loren Baker about the latest news in the industry!
  • Gary

    These all sound like great tips. Having a social media following is also important for some other reasons as well. If Panda ever hits a bunch of websites again, you will not be out of all of your traffic. It’s important to be every where you can, but never out do yourself.

  • Maricris Libo-on

    You’re right Gary. If you have a good social media following, as well as a good marketing strategy, it will help you keep up with your game even if search engines change their algorithm. Nevertheless, you don’t have to worry that much if you know that you don’t violate the search engines’ “terms of service”.

    • Gary

      You are exactly right. Just do as you are suppose to and you don’t have anything to worry about.

  • Florence

    I appreciate these social media tips, we are just testing the water now with Twitter and Facebook but it’s obvious reading this that there is much room for improvement in our social media campaigns.