Social Media and How It Changes A Company’s Customer Service Strategies

There is no universal formula on how to conduct customer service and as a result, companies design their own strategies – most of which include social media monitoring – to take care of their customers. However, many companies are seen to be inconsistent in dealing with issues pertaining to customer service, which can be potentially a serious problem.

Social media has proven to have huge impact on customer service. When businesses fail to do social media monitoring, customers may feel like their concerns are not being heard. This may lead to some customers to go to a competitor or to criticize the business on Facebook or Twitter. Despite these risks, some businesses are still reluctant to do social media monitoring.

Times are changing — customers are no longer limited to basic phone calls or e-mails with a business’ customer service representative. People now have the ability to express their opinions to an audience very easily. Online conversations about a business can go a long way toward shaping the perception of that business/The speed of communications and the accessibility of social media have allowed interaction to take place at a much faster rate.

Businesses no longer have to spend money on market research surveys or costly focus groups. They now have ways access to customers’ preferences, dislikes, and even spending habits. These trends are very helpful to businesses who are planning to make important decisions. Businesses have started to add plans to detail the expectations of their customer service.

There are some popular ways that businesses are using social media to improve customer service. Some businesses have created a forum for customers, a move that can decrease support costs as well as give customers an abundance of knowledge. There are tools available that businesses use to monitor their reputation online. Those social media monitoring tools makes it easy to gather what is being said about your business frequently, and also simplifies customer service online. It is important to stay up to date with new promotions, changes in policies, and anything else that is relevant to your business. A lot of smaller businesses are developing mobile applications to answer frequently asked questions. Smaller businesses understand that not answering questions in an efficient amount of time could frustrate customers and lead them to go elsewhere.

Social media is an important tool to maintain and improve customer service. In fact, a majority of businesses are already doing social media outsourcing and it has helped them gain a competitive advantage in their industries.

Written by Al Pangan

Al Pangan

Al, having almost a decade of experience in the outsourcing industry, brings to the company an expertise in handling and implementing strategies for corporate and resource development. Al started his participation in the industry as a Customer Support agent for international BPO company in 2003 and continued to stay in the field of outsourcing, learning its ins and outs. Al’s extensive experience has a major contribution in paving the way for Infinit-O to offer Research services to its clients. Al was awarded a Department of Science and Technology (DOST) Scholarship, which is one of the prestigious scholarships in the Philippines, upon entering the University of the Philippines.


  1. says

    Great article, a we are trying to integrate social media into our customer service efforts at but b2b had presented some unique challenges, do you find the same strategies work from ,b2b?

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