Social platforms have successfully broken down barriers between companies and their customers. Now, instead of calling a customer service line, many people turn to Facebook or Twitter to solve problems or find information.
Develop your reputation as a responsive, caring brand by offering support through social channels:
Create a system for tracking customer comments, questions, and complaints on social media.
Respond as quickly as possible to questions and concerns.
Go out of your way to be positive and helpful.
Listen to criticism and make customers feel heard.
Know when to resolve public conversations in private messages.