Since many companies now operate online, providing good customer support on social media is challenging. But it shouldn’t be like that. Although you might believe it to be optional, customer care is necessary. Because clients can contact your staff on the platforms they currently use, customer care is quite effective.

Giving your consumers service on the platforms they already use is more crucial than ever today. The more accessible your customer care service is to clients, the more probable it is that a negative experience may present an opportunity to delight them.

This post will cover all you need to know about creating customer service social media best practices.

What Exactly Is Customer Service on Social Media?

man thinking about social media graphic vector

Social media customer service is the process of serving clients on your social media sites, from a problem or query to a settlement. If you have a strategy for offering customer care, you will have a specialised support team that will monitor and respond to clients’ complaints, questions, and issues.

Customer care doesn’t just appear out of nowhere or at random. For it to work, it needs to be performed with a consistent cadence. You will come out as inconsistent at best and unprofessional at worst if you just respond to a few complaints or inquiries sometimes.

Your customer service strategy should assist you in a number of ways, including reactively resolving client issues and concerns, proactively offering client support, delighting clients, and building a reputation for something admirable and motivating.

You can accomplish these objectives by following the customer service social media best practices we’ll discuss below.

6 Customer Service Social Media Best Practices

best practices of customer service text with street lights

The great thing is that while providing great customer service requires effort, the optimal approach is actually rather straightforward: just stick to these seven recommendations.

1. Choose Which Social Media Is Best For You

The issue with following someone else’s recommendations for the “best” platform to use is that they can very well be incorrect. For one firm, the ideal platform might be absolutely useless to another. Where your clients are is what matters most in this situation.

It’s a good idea to ask if you don’t know the answer to that. You may get started by sending a quick email survey with one question utilising a free service. You may provide a support experience that is native to your clients’ chosen networks by going to where they are already.

2. Keep an Eye on Social Media Mentions

Even though it could be tempting, you don’t actually need to spend the entire day scrolling through your social media feeds to see when your clients need assistance. Today, you can utilise several really helpful tools that will notify you when your name is mentioned. You may respond to your customers by using these tools to keep track of when and when your product is cited. They are great for marketing, but customer service is also very crucial.

3. Search For Potentially Hidden Mentions

Don’t presume your Twitter handle is known to customers. In reality, according to studies, only 3% of brand mentions actually include a Twitter account; the majority simply use the name of the entity or item. The same goes for assuming that clients have correctly spelt the name of your business or product.

To find customers who are experiencing problems, regularly search for your brand or company name, including any misspelt variations (some tools can immediately update your feed with new search results).

4. Use the Proper Voice Tone

When providing customer support, your voice tone is really crucial. This can be challenging on social media because certain sites, like Twitter, only allow for short posts, which makes it much more challenging to get the tone and subtlety just right.

Your customer will choose the appropriate tone, and the best approach to achieve it is to modify your tone to suit them. You may train yourself to recognise a few simple indicators in any social media message:

  • Does the client’s voice suggest that your language may not be their first language?
  • Does the client utilise slang, emojis, or exclamation points?
  • Does the client seem to be upset?

5. Take Things Offline When Needed

Even if it’s crucial to pay attention to and reply to your customers on social media, not all problems can be fixed there. Sometimes the medium limits how much text you can write in response. You may occasionally need private client information that neither you nor the consumer feels comfortable sharing online.

Transferring the issue to a different channel, such as email or phone, is acceptable in these circumstances. But it’s crucial to execute this properly. 37% of respondents to a survey asking what most irritates customers named “being handed around” as the cause of their annoyance.

Simply informing your consumer that they must phone or email you for assistance won’t do; doing so comes across as impolite, aggressive, and entirely devoid of empathy. Instead, maintain your usual nice, helpful manner and begin the process of making the client feel cared for by stressing that you aren’t just giving them off; rather, you are going to make things right.

6. Utilise Your Knowledge Base to Simplify Things

Making use of a knowledge base for customer support has many advantages. Your clients will be delighted as you receive fewer support tickets, respond to them more promptly, and do so. Most of your clients are interested in using it as well. A strong knowledge foundation, however, can also help you offer more social media support.

You may save time and simplify things for your customers by connecting to knowledge base articles. You can provide them with simple, step-by-step instructions designed to help rather than having to describe multi-step procedures over social media.


By giving them good service on their social media sites, you may grow your relationships with your customers and attract new ones. The quickest and easiest way to attain long-term business development is to develop a devoted customer base.

Hopefully, this article can help you understand customer support and that you’ve learned some customer service social media best practices to help you enhance your support approach.