How to use social media to deliver excellent customer service

Abstract

Frequently, when brands consider their social media strategies, they focus on using social media platforms to run campaigns, share blog posts or amplify other important messages. Communicating via social media is largely seen as a function of a marketing or outreach team. Social media, however, also offer brands a powerful way to connect directly with their audiences to deliver excellent customer service. Indeed, there is value in providing customers with answers to their questions through the same platform that they themselves have used. This paper will explore how brands can marry both marketing and customer service functions on their social media channels.