I believe that the ideal approach to use social media for customer service is to react to client inquiries and complaints consistently and as quickly as feasible.
Customers will be irritated and the business will suffer if firms just advertise and distribute posts without caring to react to consumer posts on their handles. Non-response may also foster a sense of distrust, which contradicts the point of maintaining a social media presence in the first place.
Social media is a tool for customer service that can help brands close the gap between them and their customers.
Most companies use social media as a means to broadcast what they are doing, but when it comes to actually getting feedback and interacting with customers, they might be missing out on an opportunity - so they should use social media as a tool for customer service instead.
Social listening opens up conversations in which information about products or services can be exchanged that lead to more engagement with the brand. Take advantage of new audiences by identifying needs before your competitor does- then respond accordingly! So if you’re not already using social media for customer service, then it may be time to change your strategy.