How Do Businesses Use Social Media to Communicate with Customers?

How Do Businesses Use Social Media to Communicate with Customers?

Arif Chowdhury
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Last Updated on January 18, 2023 by Arif Chowdhury

Do you know communicating with your customer is cheap and effective nowadays? Continue to read this guide to learn how to reach customers through social media.

Using social media marketing, you can provide excellent, quick, and flexible support services for your customer.

The use of social media for customer service may also benefit the general audience.

Social networking is a great way to show other consumers that you care about their inquiries.

You may use various communication methods with your customer, including strategically leveraging hashtags and preparing an official social page.

This guide is for you if you’re an entrepreneur who wants to utilize social media to enhance customer service.

Why should businesses use social media for communication?

To understand this, you must realize the advantages of communicating with customers on social media, such as customer engagement, brand awareness, online reputation management, community building, and influencer marketing.

Modern businesses need social media as a marketing tool, but it also can improve customer service. Unless you implement this plan correctly, you risk damaging your brand and alienating clients if you don’t have a defined goal.

Your company should handle its clients on social media because of the additional and more convenient avenues of contact that social media provides.

How to use social media to communicate with your customers (Infographic)

If done correctly, you’ll improve the brand’s image and your chances of becoming viral. In addition, an effective social media communication strategy provides an opportunity to build a unique, memorable, or even enjoyable experience.

Experts say that customer service has merged with social media. Therefore, every brand should communicate with its customers on its social media page.

Recommended Reading: 10 Secrets to Increase ROI in Facebook Marketing Campaign

How can businesses utilize social media to communicate with their audience?

Nowadays, most consumers want to know what helpful resource you have for them when they reach out to you.

If you don’t respond to a customer’s issue quickly, they may not return to your business again.

It would be best if you did not ignore the below advice:

  • Since so many consumers now contact through various social platforms, i.e., Facebook, Twitter, etc., all businesses should expand their social service operations by creating a social media strategy, implementing content marketing, and using live streaming to connect with their target customers.
  • Make the most of social media to improve your customer service abilities. Customers may become more loyal if you respond fast to their social media concerns.
  • Keep in contact with customers by allowing them to communicate with you via their chosen methods and using user-generated content to build a community.

Quick Note: Most of your customers are probably already searching for your products on social media such as Facebook. You missed a great opportunity if you do not have an official page on those social media platforms.

What is the best practice of social media communication?

Small company owners are interested in using social media to communicate with their clients.

Follow our below methods to make a perfect communication system through the social media platform.

Method #1: Build a loyal relationship with customers.

Many firms use the social platform as a marketing tool. However, they don’t take it seriously when replying to consumers’ comments on their official pages.

Participate in discussions on social media sites like Facebook and Twitter to build genuine connections with customers for the best results.

No matter what, your brand will take a hit if you don’t respond quickly enough. More than one-third of customers anticipate a reply to their social media complaints within 30 minutes, and 42 percent want a response within 60 minutes.

Recommended Reading: 6 Steps How to Start a Small Business on Instagram (Practical Guide)

Method #2: Proper use of hashtags.

Most social media experts argue that clients may look for solutions to problems using a particular hashtag.

You can locate what you’re searching for using hashtags, especially on Twitter. Use the hashtag to group related content to be more discoverable.

We recommend three kinds of hashtags: content-related, trending, and brand-related. Creating campaign-specific hashtags for individual campaigns over the holiday season is as important as staying on top of current and relevant hashtags.

Proper use of hashtags can generate a ton of organic traffic to your post.

Quick Note: Almost every social media uses hashtags; however, Twitter has the most use. Establishing your brand hashtags on Twitter will provide you with massive organic traffic for free.

Method #3: Customer advocacy.

First and foremost, a dissatisfied consumer will publish a negative review on the company’s website.

Customer advocacy is an essential element in every business.

Therefore, you should focus on offering exceptional customer service to build a loyal client base that will continually support you and refer your brand to others no matter what others think.

We can define a loyal customer base as a community of consumers and supporters committed to your company and ready to speak out on their behalf.

Customer advocacy quickly helps you to boost your overall revenue.

Since many firms fail to see the value of committed brand supporters, this segment is typically overlooked.

Method #4: Try to be consistently responsive.

You should handle customers’ concerns seriously and as quickly as possible. The most crucial thing is to show that you are paying attention by showing signs of concentration.

The core of a terrible reaction is carelessness, which harms your company’s reputation.

More people will notice your brand if it responds to a specific person rather than your supporters.

Be responsive as much as possible when communicating with your customers, your customer does not like to wait for a long time.

Not replying at all may be considered terrible behavior by many people. However, it doesn’t matter whether the statement was an angry one or a loving one.

Recommended Reading: Website vs. Facebook Page: Which Does Your Business Need and Why?

Method #5: Reply as quickly as possible.

Your customers can contact you easily and quickly is the first step in providing excellent customer service. Unfortunately, firms frequently ignore customers regarding social customer care since they don’t pay attention to them.

Social media monitoring should allow customers to locate and react to their brand or goods mentions.

Automated response is a handy tool to answer your customer's inquiry quickly.

Automated replies may free up customer support agents to focus on other tasks. In addition, with the correct combination of computerized systems and available customer service personnel, firms can react to every critical discussion more quickly and efficiently.

Method #6: Smartly manage angry customers.

Angry or dissatisfied consumers make nasty remarks on your social media pages. Moreover, they might damage your company’s reputation if other mass audiences repost or retweet the statements.

Avoid bringing up the matter in front of the general public as much as possible. Instead, offering that angry customer to continue the discussion privately while responding shows other consumers that you appreciate their input.

If they tweet about a damaged product they got from your firm, apologies and remind them that someone from your customer support staff will soon contact them through social media messenger.

Quick Note: Whether it is an angry or loving customer, communicating with them through social media is flexible and cost-effective. On top of that, implementing social media management tools will be even more effective for communicating with customers.

Method #7: Specific handle for support service.

Customer service-focused social media pages are not uncommon.

It will make it easier for customers to resolve and record their issues. For example, if a customer support worker deals with a single account, they may solve those issues more quickly.

Use separate social media accounts to communicate with your customers.
Use separate social media accounts to communicate with your customers.

Customers should locate this specialized account if they change the bio on their ordinary account. Routing inquiries from your primary account to the proper team will help ensure that each client gets the assistance they need.

There are various social tools you can use to support your customer service needs:

  • Your customers may communicate with you directly using chat solutions such as Facebook or Twitter messenger. In addition, to handle the problem confidentially, individuals may contact you directly by email or commenting on your official page.
  • A live chat with a customer is a terrific support alternative because of the real-time replies of genuine live-chat staff.
  • Automated replies are ideal for quickly resolving clients’ initial concerns. No matter what time it is, 24/7 automatic responses will respond to clients immediately.
  • Human support service workers are more expensive than using a chatbot. However, a chatbot can’t speak to your clients; it’s only able to reply to some basic inquiries set by you.
  • Monitoring tools may inform you how quickly your support team answers customer inquiries or handles social media problems so you can gauge the success of your customer service efforts there. Your authorization is required for you to do so.


Reading this guide, I hope you understand how business organizations communicate using digital media.

Thanks to customer service processes, all employees can use the same social media page when responding to customer complaints, questions, or customer problems.

A notable illustration of this is social media to assist clients. Establish a set of guidelines for how your staff should respond to customer service concerns on social media for the benefit of everyone involved.