Best Practices for Social Media Customer Service

Customer service is an essential part of any business, but it’s where many fall short. Once upon a time, marketers only had to worry about two avenues of customer service, in person and on the phone. Nowadays people can take to social media to vent their frustrations because of the accessibility to businesses and their thirst for transparency. When customers make comments on social media, they give you an opportunity to remedy a negative situation or experience and turn it into a positive one. After all, your customers are the center of your business, so make sure that they are taken care of and satisfied.

Read below for our best practice tips for customer service on social media.



If you are ever unsure how to respond to a situation, try and put yourself in your customer’s shoes to see how you would want to be responded to. Odds are you would have a similar reaction as them.

An honest answer and a dash of positivity can dramatically change the outcome of an interaction. Let the customer know that you would be frustrated with the situation too and let them know the steps that you will take to make this the most streamlined and enjoyable process possible. Here are phrases from Groove HQ, experts in customer support. You can use these when communicating with your customers.



If someone posts to your Facebook page, you should almost immediately respond with the answer to their question or let the customer know you are working on the problem or situation at hand then get back to them as soon as possible. Remember that anyone who visits your page will be able to see whom you responded to and how long it took you to respond.

32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes. This means you need to always be paying attention. If you wait too long to respond to someone’s request or complaint, it can be too late. If they ask for an update to your app on Wednesday and you don’t respond until Saturday, the odds of you losing that customer are great.



Are you launching a new product soon or changing a major aspect of your business? Sit down with your team and brainstorm some of your customer’s potential questions or complaints. You should have a game plan and prepare your statements in advance. You could go as far as publishing a blog post regarding your new product or change and share it on your social channels.

While it is smart to provide the person monitoring your social channels with prompts and a set of best practices, you want to make sure that each response is catered the unique situation that each customer is facing so it doesn’t feel automated and impersonal.



Sometimes it’s hard to gauge what tone you should take when responding to a customer on social media. We’ve already covered that you don’t want to be canned, but you also don’t want to be too relaxed. Our tip? Match your customer’s tone but add some more professionalism to your response. Social media is a great way to show the humanity of your brand.

Friendly reminder: Customer service isn’t always just responding to BAD or negative situations. You need to thank people when they take the time to leave a good review or ask a question. Take a look at your competitors to see how they handle customer service situations. Happy customers are the key to a successful business, and you keep your customers happy by having great customer service.