Being a customer these days means that you have a wide variety of service channels to choose from. No longer are you stuck with only an automated phone system. There are self-service knowledge bases, AI-powered chatbots and messaging services designed to cater to different customers.
As a brand, you’ve likely already worked on customer service in some form. Social media may only be one channel for customer care, but since it’s so immediate and accessible, customers will be reaching out to you whether or not you have a plan in place. Get ahead of potential customer complaints and compliments by planning your own social service approach.