{"id":50111,"date":"2021-11-22T08:09:54","date_gmt":"2021-11-22T16:09:54","guid":{"rendered":"\/us\/en\/blog\/?p=50111"},"modified":"2025-03-13T08:28:55","modified_gmt":"2025-03-13T15:28:55","slug":"social-media-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/social-media-customer-service\/","title":{"rendered":"Social media customer service: Tips for small businesses"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Excellent customer service is key to any business, large or small. Many companies turn to <a href=\"\/us\/en\/blog\/contact-center-vs-call-center\/\">contact centers or call centers<\/a><\/span><span style=\"font-weight: 400;\"> to assist them with their customer&#8217;s needs. However, as more <a href=\"\/us\/en\/blog\/social-media-for-small-business\/\">small businesses expand their social media presence<\/a>, the greater need there is to deliver customer service on those platforms.<\/span><\/p>\n<p>So, let&#8217;s get into it. Today, we&#8217;ll cover:<\/p>\n<ul>\n<li><a href=\"#one\">What is social media customer service?<\/a><\/li>\n<li><a href=\"#two\">Why small businesses should use social media for customer service<\/a><\/li>\n<li><a href=\"#four\">The main pitfall of social media customer service<\/a><\/li>\n<li><a href=\"#three\">How to deliver great customer service on social media<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69d2bbcf1f7ff\" id=\"69d2bbcf1f7ff\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d2bbcf1f7ff.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d2bbcf1f7ff.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2><span style=\"font-weight: 400;\"><a id=\"one\"><\/a>What is social media customer service?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Social media customer service is an important piece of an overall <a href=\"\/us\/en\/blog\/digital-customer-service\/\">digital customer service<\/a> strategy. In a nutshell, it&#8217;s your ability to provide customer support via social apps like Facebook, LinkedIn, and Instagram.<\/span><\/p>\n<p>Social media sites have evolved in recent years to become more than just a place to advertise products. These platforms have become key in providing customer service. <a href=\"https:\/\/www.emarketer.com\/content\/social-commerce-will-stall-checkout\">18.7% of U.S social buyers<\/a> completed their most recent purchase without leaving the social app. Providing a place for customer requests and questions within that same experience is going to be key in setting your small business apart from others.<\/p>\n<p><span style=\"font-weight: 400;\">The primary goal of <\/span><span style=\"font-weight: 400;\">social media customer service <\/span><span style=\"font-weight: 400;\">is to offer customers a simple and enjoyable support experience on the channel they prefer. Your business\u2019s social media support can be handled by a dedicated team or by your <\/span><a href=\"\/us\/en\/blog\/small-business-call-center\/\">call center<\/a><span style=\"font-weight: 400;\">. To provide effective social media support, businesses must implement specialized<\/span><span style=\"font-weight: 400;\"> social media management<\/span><span style=\"font-weight: 400;\"> training, <\/span><span style=\"font-weight: 400;\">workflows<\/span><span style=\"font-weight: 400;\">, and software solutions for streamlining and resolving <\/span><span style=\"font-weight: 400;\">customer issues.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h2 class=\"heading h2\"><a id=\"two\"><\/a>Why small businesses should use social media for customer service<\/h2>\n<p><span style=\"font-weight: 400;\">Social media customer service <\/span><span style=\"font-weight: 400;\">is preferred by many customers because it\u2019s accessible, convenient, and always on. They can get<\/span><span style=\"font-weight: 400;\"> customer support<\/span><span style=\"font-weight: 400;\"> wherever they are, on any device. For this reason, a presence on these apps is essential to give your brand the competitive edge it needs in today\u2019s saturated market.\u00a0<\/span><\/p>\n<p>Being able to contact brands and businesses is seen as a given to millennials and Gen Z, too, so if you want to attract a younger audience, it&#8217;s definitely time to dust off those business social accounts and make them work for you.<\/p>\n<h2 class=\"heading h3 h2\"><a id=\"four\"><\/a>The main pitfall of social media customer service<\/h2>\n<p><span style=\"font-weight: 400;\">To do social customer service right, you need to remain aware of the complexities involved. One huge issue to consider before diving in head-first? Response time.\u00a0<\/span><\/p>\n<p>Social media is an exercise in instant gratification, and this doesn&#8217;t stop at personal interactions. Customers who reach out to you via social media expect an immediate\u2014or really fast\u2014reply to their problem or question. On Facebook, for example, you might have noticed business pages are even &#8220;rated&#8221; on their response time to messages.<\/p>\n<p>Weaving social media into your customer service strategy is likely a good choice for any small business, but it could add considerable volume to your service team&#8217;s plates. Plus, there are so many apps out there, and they each have their own contact interfaces. So how can you stay on top of all these new channels?<\/p>\n<p>One solution: cloud-based digital customer service software, like <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\">RingCentral Engage Digital<\/a>, that<span style=\"font-weight: 400;\"> consolidates all of your social profiles in a unified platform:\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.ringcentral.com\/content\/dam\/rc-www\/en_us\/images\/content\/digital-customer-engagement\/digital-gradient\/redesign\/Blade1.png\" alt=\"RingCentral's digital customer engagement platform allows businesess to connect with customers on Facebook, Twitter, Instagram, YouTube, and other social media apps\" \/><\/p>\n<p><span style=\"font-weight: 400;\">This way, your team can focus on providing consistent customer service across channels. Plus, anyone on your team can pick up where another rep left off using any desktop or mobile device for shorter wait times on resolution.\u00a0<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"three\"><\/a>How to deliver great customer service on social media<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Whether you\u2019re a small business or a large enterprise, there are some simple strategies you can follow to ensure an exceptional <\/span><span style=\"font-weight: 400;\">customer service experience<\/span><span style=\"font-weight: 400;\"> on social media.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">1. Consider creating a dedicated support channel on social media<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s a good idea to set up specific handles on social media that your customers can reach out to. This helps separate <\/span><span style=\"font-weight: 400;\">customer care<\/span><span style=\"font-weight: 400;\"> and support requests from your primary <\/span><span style=\"font-weight: 400;\">social media channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, you might have @RingCentral as your regular social media platform and set up a separate account like @RingCentral_help that can be looked after by the <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> team. This ensures that your <\/span>social media customer service representatives<span style=\"font-weight: 400;\"> can organize and handle requests more efficiently.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re going to do this, be sure to include a link on your main profile. This\u2019ll ensure customers know how and where to reach your <\/span><span style=\"font-weight: 400;\">customer service team<\/span><span style=\"font-weight: 400;\"> if they need help. If you get a service request in your main account, hand it over to the right team and reply from your dedicated support account.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">2. Create social support guidelines and best practices<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Providing social <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> offers different challenges and opportunities to regular <\/span><span style=\"font-weight: 400;\">social media marketing<\/span><span style=\"font-weight: 400;\">. To ensure successful social media support, you\u2019ll need to have specific guidelines and best practices in place to ensure your <\/span><span style=\"font-weight: 400;\">customer service reps<\/span><span style=\"font-weight: 400;\"> are equipped to handle support requests that come through social media.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The guidelines your team follows should align with your business values and the practices of your wider social marketing team. They should cover things like:\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>The tone of voice: <\/b><span style=\"font-weight: 400;\">Your tone of voice should be consistent across channels. It\u2019s a way to show customers your brand\u2019s personality while implementing a tone that ensures you\u2019re approachable and friendly when handling support requests.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Response time<\/b><b>: <\/b><span style=\"font-weight: 400;\">Again, try to keep your <\/span><span style=\"font-weight: 400;\">response times<\/span><span style=\"font-weight: 400;\"> consistent across all channels.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Self-service help center and FAQs: <\/b><span style=\"font-weight: 400;\">Be sure to provide answers to frequently asked questions as well as a self-service center so customers can find answers to simple questions by themselves. This also ensures they still have a source of information for out-of-hours requests.\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Protocols for handling escalated <\/b><b>customer issues<\/b><b>: <\/b><span style=\"font-weight: 400;\">Sometimes customers aren\u2019t always patient or satisfied with the support they receive (even if you are doing your best!) so make sure you have protocols in place to ensure your support staff knows how to handle escalated <\/span><span style=\"font-weight: 400;\">customer complaints <\/span><span style=\"font-weight: 400;\">and <\/span><span style=\"font-weight: 400;\">service issues <\/span><span style=\"font-weight: 400;\">on social media.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/06\/AdobeStock_411898554.jpeg\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Social media for small business: An in-depth guide<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-2097822964\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-2097822964\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 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0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/social-media-for-small-business\/\" class=\"view-all view-all-white \" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-2097822964\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-2097822964\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">3. Use the right channels<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">To provide effective <\/span><span style=\"font-weight: 400;\">social media customer care<\/span><span style=\"font-weight: 400;\">, you need to be present on the channels where your audience is already spending their time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Monitor your <\/span><span style=\"font-weight: 400;\">social network<\/span><span style=\"font-weight: 400;\"> to find out where people are talking about your brand online. You can also look at which platforms your competitors are using, to get an idea of where your target audience is likely to reach out. That\u2019ll help you to prioritize which channels you provide support on.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to a report by <\/span><a href=\"https:\/\/www.consumerreports.org\/customer-service\/got-bad-customer-service-how-to-complain-well-and-get-results\/\"><span style=\"font-weight: 400;\">Consumer Reports<\/span><\/a><span style=\"font-weight: 400;\">, 84% of consumers who posted complaints on social media used Facebook and 26% turned to Twitter. Research by <\/span><a href=\"https:\/\/www.statista.com\/statistics\/272014\/global-social-networks-ranked-by-number-of-users\/\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span style=\"font-weight: 400;\"> shows that Facebook, YouTube, Whatsapp, and Instagram are the most popular <\/span><span style=\"font-weight: 400;\">social media platforms<\/span><span style=\"font-weight: 400;\"> in 2021, but not all offer the same support functionalities or convenience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Facebook is essential for providing customers with quick and easy <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\">. Facebook Messenger is much like live chat. It\u2019s user-friendly and convenient, so customers can reach out to your business in a one-on-one conversation where they can share confidential information like their email address or numbers related to their purchase order.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Facebook appeals to audiences aged between 18 and 64 years old, so if your audience falls within that demographic, you can benefit from offering support on this channel.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another essential <\/span><span style=\"font-weight: 400;\">social platform<\/span><span style=\"font-weight: 400;\"> to offer support on is Twitter. Your <\/span><span style=\"font-weight: 400;\">Twitter account<\/span><span style=\"font-weight: 400;\"> features a \u201csupport option\u201d that lets your customers know you answer support-related queries. You can also let your audience know what your support hours are, so they know when to reach out.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instagram is another valuable customer service tool that can be used to discover what your followers and the general public are saying about your brand. You can use Instagram to post content and track <\/span><span style=\"font-weight: 400;\">keywords, hashtags<\/span><span style=\"font-weight: 400;\">, and <\/span><span style=\"font-weight: 400;\">mentions of your brand<\/span><span style=\"font-weight: 400;\"> to flag support requests and respond accordingly. You can also take conversations to <\/span><span style=\"font-weight: 400;\">private messages<\/span><span style=\"font-weight: 400;\"> on Instagram if it\u2019s necessary.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Other platforms to consider offering <\/span><span style=\"font-weight: 400;\">customer support<\/span><span style=\"font-weight: 400;\"> through include <\/span><span style=\"font-weight: 400;\">LinkedIn<\/span><span style=\"font-weight: 400;\">, YouTube, Reddit, Whatsapp, and Snapchat. Whichever platforms you choose, be sure to prioritize the <\/span><span style=\"font-weight: 400;\">customer experience <\/span><span style=\"font-weight: 400;\">by creating efficient strategies tailored to each platform and how your audience interacts with them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the right channels and by using<\/span><span style=\"font-weight: 400;\"> social listening<\/span><span style=\"font-weight: 400;\">, you can provide your audience with solutions efficiently and effectively, providing followers with more reasons to become loyal advocates of your brand.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">4. Always respond, and respond promptly<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It might seem obvious that you should always respond to customers on social media, but you\u2019d be surprised how many companies simply\u2026 don\u2019t. Research shows that in the United States, <\/span><a href=\"https:\/\/www.statista.com\/statistics\/808477\/expected-response-time-for-social-media-questions-or-complaints\/\"><span style=\"font-weight: 400;\">25%<\/span><\/a><span style=\"font-weight: 400;\"> of consumers don\u2019t expect they\u2019ll get a response on social media at all. Even if people who are mentioning your brand on social media aren\u2019t paying customers, it\u2019s still important to respond to show that you provide responsive customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to a survey by <\/span><a href=\"https:\/\/www.statista.com\/statistics\/808477\/expected-response-time-for-social-media-questions-or-complaints\/\"><span style=\"font-weight: 400;\">Statista<\/span><\/a><span style=\"font-weight: 400;\">, 68% of consumers expect a response to social media questions and complaints within 24 hours. Moreover, 52% of respondents globally expect a response within an hour! Customers look for support on social media because it\u2019s where they expect to get the fastest response<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Being unresponsive on social media is just a bad look for your business. Your <\/span><span style=\"font-weight: 400;\">Facebook page<\/span><span style=\"font-weight: 400;\"> will even tell visitors how responsive you are!\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even if your customer service isn\u2019t available 24\/7, you need to manage customer expectations by making your <\/span><span style=\"font-weight: 400;\">customer support <\/span><span style=\"font-weight: 400;\">hours clear and letting them know how they can get support in the meantime (either through your call center or self-service options). On Facebook Messenger, you can set up an automated response when your customer service isn\u2019t available.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s also a good idea to consider using <\/span><span style=\"font-weight: 400;\">templates<\/span><span style=\"font-weight: 400;\"> for providing quick answers to easy questions. For instance, on Instagram, you can use the Quick Replies feature to pre-write responses to common <\/span><span style=\"font-weight: 400;\">customer questions<\/span><span style=\"font-weight: 400;\"> so you can respond in seconds.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">5. Personalize your social media customer service<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Personalization is extremely important when it comes to social media <\/span><span style=\"font-weight: 400;\">customer support. <\/span><span style=\"font-weight: 400;\">Often, customers can feel like just a number when they receive automated messages or generalized replies.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want to improve <\/span><span style=\"font-weight: 400;\">brand loyalty<\/span><span style=\"font-weight: 400;\"> and<\/span><span style=\"font-weight: 400;\"> customer retention<\/span><span style=\"font-weight: 400;\">, personalized support is a must. This way, you won\u2019t risk treating loyal customers like strangers because you didn\u2019t realize you\u2019ve already interacted with them in the past.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some tips to help you offer a more personalized <\/span><span style=\"font-weight: 400;\">social media customer service strategy:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensure your customer support reps use their own names and the customers\u2019, This shows you\u2019re invested in the conversation and encourages them to trust you.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Know your customers\u2019 history by integrating your CRM with your <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/solutions\/small-business.html\">small business phone system<\/a> so agents have all the information they need right at their fingertips.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Give customers the choice of choosing their preferred way to contact you, whether it\u2019s via social media, live chat, email, or a <\/span><span style=\"font-weight: 400;\">phone number<\/span><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">To offer truly personalized support, you\u2019ll need to keep track of all your customer information in one place by ensuring your communications systems are integrated. With a tool like RingCentral Engage Digital, you can manage social media interactions across channels:\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.ringcentral.com\/content\/dam\/rc-www\/en_us\/images\/content\/view-demo\/cx_splash_image-png-rendition.webp\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, you can automate your customer <\/span><span style=\"font-weight: 400;\">service interaction<\/span> <span style=\"font-weight: 400;\">workflows <\/span><span style=\"font-weight: 400;\">with CRM and chatbot integrations as well as live statistics. With all customer information stored and managed in one place, every interaction is seamless.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">6. Take public conversations private ASAP<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sometimes frustrated customers leave <\/span><span style=\"font-weight: 400;\">negative comments <\/span><span style=\"font-weight: 400;\">on your <\/span><span style=\"font-weight: 400;\">social profiles<\/span><span style=\"font-weight: 400;\">, rather than reaching out to customer service. This kind of comment can reflect negatively on your company, particularly if they\u2019re visible to a wide audience or reposted by your followers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Luckily, through careful <\/span><span style=\"font-weight: 400;\">social media monitoring <\/span><span style=\"font-weight: 400;\">and <\/span><span style=\"font-weight: 400;\">social listening<\/span><span style=\"font-weight: 400;\">, you\u2019ll be able to pick up on and address <\/span><span style=\"font-weight: 400;\">customer comments <\/span><span style=\"font-weight: 400;\">effectively.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, these comments can\u2019t be ignored. Instead of replying publicly, it\u2019s a good idea to take the conversations private.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, if someone posts a comment publicly on your <\/span><span style=\"font-weight: 400;\">Facebook page,<\/span><span style=\"font-weight: 400;\"> you can respond in a private message on Facebook Messenger. You can handle their comments with any necessary apology while maintaining a friendly tone of voice and offering solutions where possible. You should also address their comments by replying to let them\u2014and anyone else watching\u2014know a member of the customer service team has sent them a direct message.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By speaking with customers one-on-one you can cultivate a more personal <\/span><span style=\"font-weight: 400;\">customer experience<\/span><span style=\"font-weight: 400;\"> that\u2019s tailored to <\/span><span style=\"font-weight: 400;\">customer needs.<\/span><span style=\"font-weight: 400;\"> Be sure to address even positive comments privately, as it\u2019ll show customers you value their opinions enough to take the time to reach out to them.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">7. Use a <a href=\"\/us\/en\/blog\/virtual-agent-vs-chatbot\/\">virtual agent or chatbot<\/a> for 24\/7 availability<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Chatbots are handy features that allow your business to offer basic customer service throughout the day. With <\/span><span style=\"font-weight: 400;\">chatbots<\/span><span style=\"font-weight: 400;\">, you can offer always-on support. The ability to provide support 24\/7 was the top benefit of<\/span><span style=\"font-weight: 400;\"> chatbots <\/span><span style=\"font-weight: 400;\">in a survey carried out by <\/span><a href=\"https:\/\/www.emarketer.com\/content\/ai-insurance\"><span style=\"font-weight: 400;\">Capgemini<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots<\/span><span style=\"font-weight: 400;\"> can provide customers with immediate,<\/span><span style=\"font-weight: 400;\"> real-time<\/span><span style=\"font-weight: 400;\"> replies to common <\/span><span style=\"font-weight: 400;\">customer inquirie<\/span><span style=\"font-weight: 400;\">s. This is a great way to continue providing support when your <\/span><span style=\"font-weight: 400;\">team members <\/span><span style=\"font-weight: 400;\">aren\u2019t online.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">8. Turn customers into brand advocates<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If a customer has a negative experience with a business, they\u2019re much more likely to go online and write a bad review.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the main goals for your business should be to provide top-notch customer service across all channels. Doing this will help you to create a loyal customer base that\u2019ll advocate for your brand no matter what other people have to say about it.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\"><span style=\"font-weight: 400;\">Microsoft<\/span><\/a><span style=\"font-weight: 400;\">, 55% of people aged 18\u201334 have praised a brand or its customer service over social media\u2014so it\u2019s a great place to start building customer loyalty.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By offering high-quality customer service and being responsive to<\/span><span style=\"font-weight: 400;\"> notifications<\/span><span style=\"font-weight: 400;\"> on social media, you\u2019ll show your audience that you care about what they have to say and are actively seeking to solve any problems they might encounter promptly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When your customer base become advocates of your brand, they\u2019re more likely to share their opinions with people who can become <\/span><span style=\"font-weight: 400;\">potential customers.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">9. Manage your social interactions from a single platform<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s more than likely you\u2019ll want to provide social customer support across a variety of <\/span><span style=\"font-weight: 400;\">customer service channels<\/span><span style=\"font-weight: 400;\">. Implementing a communications platform like RingCentral Engage Digital that facilitates omnichannel support can help to streamline your social customer service processes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral allows you to interact with your customers on their channel of choice by unifying all your digital conversations. Manage interactions across <\/span><span style=\"font-weight: 400;\">social media accounts<\/span><span style=\"font-weight: 400;\">, messaging, live chat, email, and reviews from a single platform.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your customer service team won\u2019t have to spend time switching between apps to manage support requests on different channels. Everything\u2019s under one roof. Get an overview of support requests from Facebook, <\/span><span style=\"font-weight: 400;\">LinkedIn<\/span><span style=\"font-weight: 400;\">, Twitter, YouTube, and more from a single user dashboard that records all your <\/span><span style=\"font-weight: 400;\">customer interactions <\/span><span style=\"font-weight: 400;\">and data directly in your CRM.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With more customer service reps working from home, a platform like RingCentral Engage Digital empowers your team to access their social profiles and customer information from any device, whether it\u2019s a laptop in the office or a mobile phone on the go.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">10. Use metrics and KPIs to measure your performance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If you don\u2019t report and measure your <\/span><span style=\"font-weight: 400;\">social media customer service<\/span><span style=\"font-weight: 400;\"> activities, you won\u2019t understand how your team is performing and how customers are responding.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Be sure to identify key performance indicators (KPIs) to gauge the success of your support and identify any issues that are coming up. These metrics will be similar to things you measure in a <a href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a>, like first contact resolution, response rate, customer retention, and so on.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can also send a follow-up message to customers from your social profiles asking them to fill out a quick<\/span><span style=\"font-weight: 400;\"> customer satisfaction <\/span><span style=\"font-weight: 400;\">survey. Armed with this data, you can direct your efforts to fix issues that arise. You\u2019ll also be able to tell whether you need to assign more staff at particular times of the day.<\/span><\/p>\n<p>This is another important piece of the puzzle that RingCentral can help with. Engage Digital offers a whole suite of back-end analytics to help your team measure success:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.ringcentral.com\/content\/dam\/rc-www\/en_us\/images\/content\/digital-customer-engagement\/digital-gradient\/redesign\/blade3.png\" alt=\"RingCentral Analytics dashboard\" \/><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Grow your small business with social media customer service<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Nowadays, <\/span><span style=\"font-weight: 400;\">social media customer service<\/span><span style=\"font-weight: 400;\"> is essential. Consumers have come to expect brands to offer an omnichannel support experience, including social media alongside other support channels like email and call center services.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Having good customer service is imperative if you want to<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-grow-a-small-business\/\"> <span style=\"font-weight: 400;\">grow your small business<\/span><\/a><span style=\"font-weight: 400;\">. Learn more about what <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/small-business-call-center\/\"><span style=\"font-weight: 400;\">RingCentral can do for your small business.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Excellent customer service is key to any business, large or small. Many companies turn to contact centers or call centers to assist them with their customer&#8217;s needs. However, as more small businesses expand their social media presence, the greater need there is to deliver customer service on those platforms. So, let&#8217;s get into it. Today, &#8230;<\/p>\n","protected":false},"author":29,"featured_media":48794,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,43337],"tags":[2088],"class_list":["post-50111","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-service-support","tag-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Social media customer service: Tips for small businesses | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Is your small business getting the most out of its social media presence? 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