Customer Service on Social Media: Strategy, Tools, and Examples (2025)
Posted: Mon Dec 23, 2024 8:35 am
Next, learn why social media customer service is important and how to implement it effectively.
Customer service on social media
On this page
What is social media customer service?
Benefits of customer service on social networks
Customer service strategies on social media
Tools for customer service on social networks
Examples of customer service on social media
Take your social media customer service to the next level
Frequently asked questions about customer service on social media
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For free.
Free trial
Long wait times, annoying hold music canada telegram group and huge phone bills are a thing of the past. Today, consumers expect brands to offer them support on their favorite social platforms.
40% of shoppers expect brands to respond within an hour on social media, and 79% expect a response within 24 hours.
People who use social media want customer service at their fingertips and want quick responses.
Click here to start selling online right now with Shopify
And the benefits of providing good customer service are significant, including increased brand loyalty, happier customers and higher revenues.
In this post, you'll learn what social media customer service is all about and how you can create a strategy that works for you.
What is social media customer service?
Social media customer service is the process of offering customer support and assistance via live chat on social channels such as X, Facebook, and Instagram.
It allows brands to respond to customer support requests, issues, comments and complaints in minutes, without the need for long calls.
Today, all major social platforms have built-in features that help brands find customer messages and provide guidance.
Doing this not only provides in-the-moment support, but can also create greater loyalty, better brand recognition, and more revenue.
Customer service in ecommerce
Buyers' expectations are high, and market competition is fierce. Therefore, good customer service in e-commerce is not just a luxury, it is a necessity.
Providing support through popular social networks helps eliminate friction in the purchasing process by responding with real-time answers.
This may involve providing additional product information and answering questions in the pre-purchase phase, tracking orders and deliveries after purchase, or responding to customer comments about products or services.
Benefits of customer service on social networks
The level of customer service you offer can have a significant impact on your business. A great experience can turn casual buyers into loyal customers , while a poor experience can result in lost sales, bad press, and unhappy customers.
Below we show you some benefits of customer service on social networks:
Influence on purchasing decisions: 50 % of shoppers say that receiving a quick response from customer service influences their purchasing decision.
Increased revenue: Shoppers spend 20%-40% more on brands that respond quickly to questions and complaints on social media, and 59% are willing to pay extra for “exceptional” customer service.
Provide multiple communication options: Customers don’t want to spend hours on hold. 40% of shoppers say that having multiple communication options is the most important customer service feature a brand can have.
Increase brand loyalty: 77 % of consumers say a good customer service experience is essential to earning brand loyalty.
Customer service strategies on social media
1. Choose the right channels
Start by identifying the social networks your audience uses the most. If your shoppers are most active on Instagram, but you only check posts on X, you'll miss out on a lot of customer service requests.
In fact, 40% of consumers expect brands to solve problems on their favorite channels. For most brands, Facebook, Instagram, and X (formerly Twitter) are the top ones, but you might also see customers reaching out via LinkedIn, TikTok, and Pinterest.
Tip: Find out where your customers are searching for your brand by searching social media for likes, hashtags, and mentions. You can also use a social listening tool to track every mention of your brand and see where you receive the most customer service questions.
2. Use a dedicated support account
Many X users prefer to message a dedicated support account rather than make a call. While smaller brands can handle a single account on each platform, larger merchants are better off having a dedicated support account. This also makes it easier to find relevant questions among the noise and brand mentions.
Tip: Assign a dedicated account to your customer support team to handle customer support questions. If a customer reaches out through your main account, encourage your marketing team to redirect them to the dedicated support account.
3. Set expectations from the beginning
You can't be everywhere at once. Let customers know when they'll expect a response from you by sharing your customer support hours and average response time in your dedicated support account bio.
Tip: Use support-focused social media features like Facebook's Instant Replies tool and X's Quick Replies feature, which allow you to send a standard response as quickly as possible. Include your response times and hours of operation in your standard message.
4. Create a brand voice
Maintain a cohesive voice across all of your social channels by designing a brand voice. This helps your customer service team stay aligned with the brand and ensures you’re creating a consistent social media presence.
Tip: Create a brand voice document that defines what your customer service team can and can’t say, the words they can use, and specific occasions when they’re allowed to use humor or a more casual tone.
Customer service on social media
On this page
What is social media customer service?
Benefits of customer service on social networks
Customer service strategies on social media
Tools for customer service on social networks
Examples of customer service on social media
Take your social media customer service to the next level
Frequently asked questions about customer service on social media
Start your online business today.
For free.
Free trial
Long wait times, annoying hold music canada telegram group and huge phone bills are a thing of the past. Today, consumers expect brands to offer them support on their favorite social platforms.
40% of shoppers expect brands to respond within an hour on social media, and 79% expect a response within 24 hours.
People who use social media want customer service at their fingertips and want quick responses.
Click here to start selling online right now with Shopify
And the benefits of providing good customer service are significant, including increased brand loyalty, happier customers and higher revenues.
In this post, you'll learn what social media customer service is all about and how you can create a strategy that works for you.
What is social media customer service?
Social media customer service is the process of offering customer support and assistance via live chat on social channels such as X, Facebook, and Instagram.
It allows brands to respond to customer support requests, issues, comments and complaints in minutes, without the need for long calls.
Today, all major social platforms have built-in features that help brands find customer messages and provide guidance.
Doing this not only provides in-the-moment support, but can also create greater loyalty, better brand recognition, and more revenue.
Customer service in ecommerce
Buyers' expectations are high, and market competition is fierce. Therefore, good customer service in e-commerce is not just a luxury, it is a necessity.
Providing support through popular social networks helps eliminate friction in the purchasing process by responding with real-time answers.
This may involve providing additional product information and answering questions in the pre-purchase phase, tracking orders and deliveries after purchase, or responding to customer comments about products or services.
Benefits of customer service on social networks
The level of customer service you offer can have a significant impact on your business. A great experience can turn casual buyers into loyal customers , while a poor experience can result in lost sales, bad press, and unhappy customers.
Below we show you some benefits of customer service on social networks:
Influence on purchasing decisions: 50 % of shoppers say that receiving a quick response from customer service influences their purchasing decision.
Increased revenue: Shoppers spend 20%-40% more on brands that respond quickly to questions and complaints on social media, and 59% are willing to pay extra for “exceptional” customer service.
Provide multiple communication options: Customers don’t want to spend hours on hold. 40% of shoppers say that having multiple communication options is the most important customer service feature a brand can have.
Increase brand loyalty: 77 % of consumers say a good customer service experience is essential to earning brand loyalty.
Customer service strategies on social media
1. Choose the right channels
Start by identifying the social networks your audience uses the most. If your shoppers are most active on Instagram, but you only check posts on X, you'll miss out on a lot of customer service requests.
In fact, 40% of consumers expect brands to solve problems on their favorite channels. For most brands, Facebook, Instagram, and X (formerly Twitter) are the top ones, but you might also see customers reaching out via LinkedIn, TikTok, and Pinterest.
Tip: Find out where your customers are searching for your brand by searching social media for likes, hashtags, and mentions. You can also use a social listening tool to track every mention of your brand and see where you receive the most customer service questions.
2. Use a dedicated support account
Many X users prefer to message a dedicated support account rather than make a call. While smaller brands can handle a single account on each platform, larger merchants are better off having a dedicated support account. This also makes it easier to find relevant questions among the noise and brand mentions.
Tip: Assign a dedicated account to your customer support team to handle customer support questions. If a customer reaches out through your main account, encourage your marketing team to redirect them to the dedicated support account.
3. Set expectations from the beginning
You can't be everywhere at once. Let customers know when they'll expect a response from you by sharing your customer support hours and average response time in your dedicated support account bio.
Tip: Use support-focused social media features like Facebook's Instant Replies tool and X's Quick Replies feature, which allow you to send a standard response as quickly as possible. Include your response times and hours of operation in your standard message.
4. Create a brand voice
Maintain a cohesive voice across all of your social channels by designing a brand voice. This helps your customer service team stay aligned with the brand and ensures you’re creating a consistent social media presence.
Tip: Create a brand voice document that defines what your customer service team can and can’t say, the words they can use, and specific occasions when they’re allowed to use humor or a more casual tone.