Customer service has always been an integral part of any business due to the fact that, no matter the size or industry, businesses all have to deal with customers at some point – mainly for inquiries, concerns, complaints, or suggestions.

Years ago, customer service had to rely on the technology at hand, and they had limited capabilities on how the business could reach customers and vice versa. Personal meetings, snail mail, and telephone calls had been the only known form of communication between a business and a customer… and not all attempts to talk with the business and the customer were successful.

In the age of digital communication and vast technological advancements that has connected the world far wider than ever before, both businesses and customers are now able to communicate with each other more effectively, more efficiently, and with a reach that far exceeded what has been in the past decades. Gone are the days of when businesses had to stick with the old, time-consuming, and rather expensive methods of customer service.

[clickToTweet tweet=”Businesses can easily gain access to their customer base through #socialmedia.” quote=”Businesses can easily gain access to their customer base through social media.”]

Nowadays, businesses can easily gain access to their customer base through social media.

How to Utilize Social Media for Customer Service

In one JD Power survey of more than 23,000 online consumers, 67% of the respondents reported that they have contacted a company via social media for customer service. Reasons for this preference can differ, from the easy connectivity to the convenience of being able to leave messages at any time and be assured that the business will still receive it, even when they are currently off hours.

However, being present on social media alone is not enough. To utilize it effectively, a business must be careful regarding how they listen, and more importantly, how they respond to the questions and concerns of their customers. These factors are very important to consider, as a Gartner study found that companies who ignore support requests on social media see an average churn rate that’s 15% higher than companies who don’t.


Learn about how you can utilize social media to deliver great customer service, whether you’re just getting started or are taking your social care to the next level, with this infographic by Global Outsourcing AU.

social media in customer service