Social Media Support | What is it and Best Practices

What is social media support? We’ll come to that in a minute, but first…

Do you know that 80% of customers are now using social media to engage with brands? Moreover, answering social media complaints can boost customer advocacy by as much as 25%.

Even more intriguing, 51% of consumers say they’re “very likely” to become repeat customers if your business answers their questions on social media.

These stats point to one thing — you’re leaving money on the table if you’re providing social media customer service.

Which brings us to our next point;  

What is Social Media Customer Support?

The phrase speaks for itself, doesn’t it?

Social media support is customer service that takes place on social media platforms like Facebook, Twitter, or Instagram.

It’s like having a chat with your customers on Facebook, Twitter, or Instagram instead of over the phone or via email.

Social media customer support can take many forms, including:

• Responding to customer queries in comments or direct messages.
• Addressing customer complaints posted on social media channels.
• Providing updates and information through social media posts.

Side Note: To provide robust social media support, you need to invest in a communication tool that allows you to meet your customers in their preferred channels. 

In this article, we’ll also tell you how the MioCommerce Multichannel Inbox (MCI) helps you centralize customer communication so you don’t miss a message, even when the client uses different social media channels to reach your business. 

Meanwhile, you can take a quick Live Tour of the multichannel inbox to explore the tool’s features 

Why Should You Care About Social Media Customer Service Support?

Numbers don’t lie — it’ll be challenging to retain your clients if you don’t have a robust social media customer care strategy. 4 in 10 customers say they’re “somewhat” likely to become repeat clients if your business answers questions on social media. This means the customer might be hesitant to buy from you again. You don’t want that.

That said, here’s why you should provide social customer support. 

It is Important for Your Brand

Excellent social media customer service support can significantly enhance your brand’s reputation.

Studies suggest that 65% of customers feel more connected to brands that respond to their queries on social media. Furthermore, 53% of users who receive a quick response will likely recommend the brand to others.

Having a strong social media strategy shows your commitment to customer care and increases positive word-of-mouth, contributing to your business’s long-term success.

It Helps Improve Your Business’s Bottom Line

Effective customer service support doesn’t just enhance customer satisfaction and brand reputation—it also impacts your profitability.

Research shows that companies with strong social media engagement see a 20-40% increase in sales.

Furthermore, responding to customer service inquiries can turn potential issues into opportunities for sales and upselling.

In addition, retaining existing customers is cheaper than acquiring new ones, and satisfied customers are 70% more likely to purchase again. Hence, robust social media support lets you keep your customers happy while boosting revenue and reducing operational costs.

It Allows you to Proactively Engage With Your Customers

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”

― Steve Jobs.

Stats show that proactive engagement can increase customer retention by up to 30%

Proactive engagement on social media lets you connect with your customers before they even reach out.

Think of it as being a charming party host who knows what everyone needs before they even ask. How cool is that? Plus, when you reach out to customers first, they feel special.

So, go ahead and be active on socials. After all, you’ll be creating lasting connections with customers and prospects.

Your Customers Want Fast Responses

Social media thrives on immediacy.

Studies show that 7 in 10 customers expect a response to their social media inquiries within 24 hours. Waiting days for a reply can leave them feeling frustrated and unimportant.

Great social customer service support allows you to resolve their concerns quickly. It also shows you value their time and business. This responsiveness can boost customer satisfaction and loyalty.

Want to respond to your customers faster? The multichannel inbox can centralize all your messages in one convenient dashboard!

It Increases Your Business’s Reach

Let’s talk about reach. You know how gossip spreads like wildfire? Well, positive engagement on social media works the same way, minus the drama.

Studies show that businesses that answer customer messages can increase their reach by up to 70%.

Engaging with customers on social media also allows you to talk to their friends, followers, and even their grandma’s cat (well, maybe not the cat). This ripple effect means more eyes on your brand, more shares, and, by extension, more business.

Which Social Media Channels Should You Prioritize?

The best platforms for social media customer service depend on where your audience is most active.

Typically, Facebook, Twitter, and Instagram are top choices due to their large user bases and robust features for customer engagement.

However, LinkedIn and newer platforms like TikTok can also be good customer service channels, depending on your audience.

Facebook

Facebook is ideal for detailed responses and handling customer inquiries.

Facebook provides multiple avenues for support requests with features like comments, direct messages, and community groups. You can use Facebook to post updates, share information, and engage with your customers through comments and private messages.

X (Formerly Twitter)

X is great for quick responses and public customer interactions.

Its real-time nature makes it perfect for handling urgent issues and providing swift resolutions.

You can use X to monitor social media mentions, respond to customer tweets, and engage in conversations.

Watch the video below to learn more about how to provide excellent customer support on X. 

Instagram

Instagram is useful for visual content and engaging with younger audiences.

With features like stories, direct messages, and comments, brands can connect with customers in creative ways. Instagram is particularly effective for showcasing products, sharing behind-the-scenes content, and engaging with followers through interactive posts.

LinkedIn

LinkedIn is best for B2B customer support and professional inquiries.

You can use LinkedIn to connect with other businesses, share industry insights, and engage in professional discussions. It’s an excellent platform for establishing thought leadership and building professional relationships with potential customers.

Watch the video below for more insights on how to grow your LinkedIn reach.

TikTok

TikTok is an emerging platform, effective for engaging with a younger demographic.

You can use TikTok to create short, engaging videos that display your products, share tips, and connect with a creative audience. 

While it’s still relatively new compared to other social media platforms, TikTok offers a unique opportunity to reach a vibrant and active user base.

How To Improve Social Media Support

Your social media customer service performance largely depends on how well you lay the groundwork for clear communication and problem-solving abilities.

That said, here are 7 strategies you can implement right now to improve customer service on social media.

1. Implement Social Listening

Picture this — you’re at a party, and instead of just talking about yourself (boring, right?), you actually listen to others.

Social listening is like that but on the internet. It’s all about tuning in to what your customers are saying online. You can use tools like Hootsuite or BrandWatch to monitor customer sentiment regarding your brand.

These tools allow you to track brand mentions, analyze customer sentiment, and identify trends. As a result, you can offer immediate response to complaints and identify potential issues before they escalate

Plus, you’ll spot trends, gather feedback, and gain valuable insights into customer preferences and behaviors, enabling you to tailor your support strategies accordingly.

2. Treat Social Media as Part of Your Customer Service

Let’s be honest: social media isn’t just for sharing cute cat videos. It’s crucial for improving customer experience.

And, with 70% of customers expecting a response on social media within 60 minutes, the pressure is on!

You’ll, therefore, want to integrate your social media channels with your customer service systems to ensure seamless support.

Train your customer service reps to handle inquiries on social channels with the same care they would over the phone or email. This means fast response times, being super polite, and solving problems to the customer’s satisfaction. 

The idea is to wow your customers, build brand loyalty, and turn those social interactions into paying clients.

3. Have a Standard Brand Voice for Social Customer Service

Consistency is key when it comes to providing stellar social media customer service support.

Imagine if your favorite coffee shop kept changing its recipe—yikes! The same goes for your brand voice on social media. A whopping 90% of consumers say consistency across all platforms influences their brand perception.

The multichannel inbox comes with Macros and Tokens, allowing you to maintain consistent brand voice and messaging.

Whether you’re dealing with a customer complaint or just saying “Hi,” your responses should feel like they’re coming from the same delightful human. This builds trust and makes your brand more relatable.

So, develop a clear, friendly, and professional tone that aligns with your brand image.

Ensure your customer service team uses this voice, and soon enough, your clients will feel more connected to your brand.

Plus, a consistent brand voice can help avoid misunderstandings and keep things smooth and sweet. So, let your customer support team talk with that charming, unified voice and make all customer service interactions count. 

4. Borrow a Leaf From Successful Brands

You don’t need to reinvent the wheel to improve your customer service operations on social media.

You can simply observe what successful brands are doing to gain a treasure trove of ideas. Take a peek at brands in your industry that have got their social customer service strategy down to a science.

Did you know that 52% of consumers expect the same level of social customer service as they do through traditional methods?

With such high expectations, it makes business sense to examine how big brands handle complaints, engage with customers, and maintain a consistent tone.

Borrow their best practices and tweak them to fit your brand’s personality. It’s like cooking; sometimes, the best recipes are inspired by others.

5. Follow-up on Feedback and Mentions

Ever sent a text and anxiously waited for a reply? Your customers feel the same way when they leave feedback or mention your brand.

A study found that 83% of customers appreciate when brands respond to their social media comments, even if it’s to say “Thanks!” So, don’t be that brand that ghosts.

Follow up on feedback and mentions, if for nothing else, to show you care. Plus, it’s a golden opportunity to turn a casual mention into a meaningful interaction.

Did someone love your product? Thank them and ask what they enjoyed the most! Was there a complaint? Apologize and offer a solution. It’s all about showing your human side and nurturing relationships.

Consider having a dedicated customer support channel to keep those conversations going and make your audience feel like VIPs whenever they interact with your brand.

6. Run a Social Customer Service Audit

An audit allows you to give your social media channels a check-up to ensure they’re in tip-top shape.

Start by reviewing all your social media interactions over the past few months. Are there any recurring issues or common customer feedback? Check your response times—are you meeting that 60-minute expectation that 70% of social media users have?

Dive into the analytics and see which posts or responses got the most engagement. This will help you understand what’s working and what’s not.

Also, compare your social customer service performance against industry benchmarks to see where you stand.

7. Use a Multichannel Inbox to Boost Your Social Media Support Centralize

A multichannel inbox brings all your social media messages into one place, so you’re not juggling between channels like a circus performer.

Imagine being able to respond to Facebook messages, emails, or web chat from one neat dashboard—pure bliss, right?

Studies show that 73% of customers love brands that offer consistent communication across different channels. Centralizing your social media communication ensures that no direct messages or support tickets slip through the cracks and that you can respond faster.

Plus, a multichannel inbox can centralize all your social media communication, making it easier for your support team to manage customer service requests.

More on MioCommerce Multi-channel Inbox (MCI) right after the FAQ section below. 

Frequently Asked Questions (FAQs)

What Does Social Media Support Do?

Social media support helps customers by answering questions, resolving issues, and providing information through social media platforms, ensuring quick, efficient, and interactive communication with the brand.

What is Social Media Chat Support?

Social media chat support involves real-time messaging on social media platforms, allowing customers to receive instant help and answers to their queries from customer service representatives.

What are the Benefits of Social Media Support?

The benefits of social media support include the ability to resolve customer issues faster, increased client satisfaction, improved brand loyalty, real-time interaction, and the ability to reach a broader audience.

Streamline Your Social Media Customer Service with the Multichannel Inbox (MCI)

At MioCommerce, we understand that providing customer support on social media can be a delicate balancing act, especially because your clients can interact with your brand via different channels. 

To that end, we’ve created the Multi-Channel Inbox (MCI) to help you enhance your social media customer service efforts by consolidating communications from multiple channels (like Facebook, SMS, Email, and Web Chat) into one unified inbox. 

The best part?

You can use the multichannel inbox for free! Yup, that’s right.

Click the “Start FREE Trial” button below to experience the inbox