Customer Service Strategies in a Digital World

How to properly build up your social media presence so you can handle consumer complaints like a pro.

Because social media is so widely used, individuals frequently vent their frustrations on their preferred platform.

When assessing a purchase, 75% of people surveyed stated they use social media.

32% expect a response within 30 minutes, and 42% expect a response in less than an hour!

Keep this in mind while you set up your social media accounts.

What is the best way to use social media for customer service?

While using social media to handle consumer complaints may appear to be a hassle, the result is recurring business and satisfied customers.

The biggest social media platforms, such as Twitter and Facebook, are frequently used by users. Even if you’ve had some negative feedback in the past, don’t be afraid to try either.

You submitted an email address when you first set up your accounts, and until you modify the settings, you’ll receive an email every time someone interacts with your page/profile.

If this worries you, create a email address that forwards to your own account or the account of an employee whose job it is to keep track of your internet presence.

If it’s sent to your personal email, create a folder or label for customer support or public relations that these emails will automatically go to. But don’t let it get lost in your inbox, or you’ll lose out on important notifications.

This will differ in execution depending on your email configuration.

These notifications will notify you when there is a new remark or message on your profile.

Have a response protocol ready when you get one. You don’t want to file a complaint and then have to wait two days for a response from a decision-maker.

A single meeting with your staff to discuss customer service/PR protocol on social media sites can save you a lot of time and aggravation.

Prepare a list of scripted responses.

Canned responses are responses that are automatically prepared in response to the user who has contacted you. You may have seen these before and wondered how they’re put together; now you get to do it yourself:


Last year, Twitter released a set of useful features for people that run their businesses online:

That link will allow you to improve your account with messages that will be sent automatically to anyone who messages you directly and will show users that you offer this service.

Users will notice that you value their input because your account will display your help hours.

This sends a strong signal to Google that you’re serious about your business and customer service.

If you need more help with Twitter, check out our post on how to use Twitter for business.


You can also use your Facebook account to engage with consumers via instant messaging. Follow these steps to enable instant replies to every instant message sent to your business’s page:

To enable Instant Replies on your Page, go to:

At the top of your page, click Settings.

In the left column, select Messaging.

Select Yes next to Send Instant Replies to Anyone Who Messages Your Page below Response Assistant.

Click Change, amend the message, then Save to change your quick reply message.

To disable Instant Replies, follow these steps.

At the top of your page, click Settings.

In the left column, select Messaging.

Select No next to Send Instant Replies to Anyone Who Messages Your Page below Response Assistant.

In both cases, you may link users to a contact email or just tell them that you’ll study their message and answer within the next 24 hours.

It’s entirely up to you how you use these after they’re set up. Each was just available in the last two years, so not all businesses have yet changed, but those who have have set the bar for future users.

Check out our section on using Facebook to grow your business for additional Facebook tips.

Keep an eye on your feedback.

It’s critical to stay on top of your reviews, whether they’re on Yelp (whose results are now genuinely trending in SERPs), Google, or Facebook (if you have them turned on). There could be even more participants in your niche, so keep an eye out for review sites for your items or services.

You don’t want to get rid of it if it’s a bad one. That would be counterproductive to the reviews’ goals.

Instead, respond to the reviewer’s issues using the platform’s response option.

When you show users that you value their feedback and complaints, they’ll know they’ll be treated with the same respect if something goes wrong between you and them.

The goal of public relations and consumer feedback should not be to overtly defend yourself.

While some people may be repeat complainers or even crooks, you should always assume the best.

Use their complaint or query as an opportunity to address an issue in your company that you should have addressed a long time ago.

Frequently, you’ll discover that the client has made an error or that there is a legitimate issue with your company that has to be addressed.

Whatever the case may be, bear in mind that what you post will be the first thing users see while researching your business. Not only that, but Google also scans internet engagement and reviews for signs of a negative business.

So that whenever someone reads about your company, they get the appropriate impression, portray yourself as a responsible business owner who will solve their issues.

Even if much of customer service has gone online, your company still has to make a good first impression on potential users/customers. As much as possible, put a smile on people’s faces, and your social media can truly help you flourish.