How Social Media and Customer Service Once Saved a Business

I’m winging my way to Orlando soon and needed to locate transport from the airport to my hotel. Being averse to taxis or Uber, that leaves car services or shuttles. How to find the best one?

I looked up customer reviews, and to back up those reviews, I read the comments. The companies who responded to the comments, good or bad, instilled more trust in me. I chose a car service, but more importantly, I rejected any company not responding to the review.

Why? Customer service. I would not trust a company to pick me up or drop me off who didn’t seem aware of their customers or their opinions.

Social media brings customer service up close and personal. Excellent customer service via social media can build trust in your company or sink it. Here are best practices to ensure your company remains afloat.

Customer service via social media requires an immediate response. Over forty percent of consumers expect a response within an hour. Wow. During after hours, your business can keep up using custom messages or programmed bots to meet customer expectations.

Plan and document your process for handling social media customer service. The best practice is to record how to manage complaints, questions, and when to respond publicly or privately. Those records need to be easily accessible by everyone in customer service.

Last but not least respond to every social media post directed at your business, even if it’s feedback. Don’t ignore your customers. They may not return if you do.


Author: Kris Keppeler, a writer who finds technology fascinating and loves humor. She writes for Crossing Genres on and Does This Happen to You? on Channillo. Award-winning podcast producer who enjoys telling stories. Follow her @KrisKKAria on Twitter or on LinkedIn.


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