{"id":25499,"date":"2017-02-22T13:30:00","date_gmt":"2017-02-22T12:30:00","guid":{"rendered":"https:\/\/www.sotrender.com\/blog\/?p=25499\/"},"modified":"2025-02-04T15:30:33","modified_gmt":"2025-02-04T14:30:33","slug":"customer-service-social-media-improve","status":"publish","type":"post","link":"https:\/\/www.sotrender.com\/blog\/2017\/02\/customer-service-social-media-improve\/","title":{"rendered":"Customer Service and Social Media &#8211; Improve your audience relationship"},"content":{"rendered":"<p>Social media is one of the most important means of communication for businesses today. But when businesses talk about social media, they usually focus on improving your brand awareness, reaching new clients, and connecting with your audience. However, they often forget very practical things businesses can do with social media. One of which is customer service.<\/p>\n<p>Social media is a powerful platform for customer service, as long as you know how to use it and analyze it. And that\u2019s where we come in. We want to show you how businesses use social media for customer service and how Sotrender can help you get the most out of it.<!--more--><\/p>\n<p>Businesses love sharing news about their latest products, attaching appealing, pretty photos or videos to their brand, and interacting with users. While all of this is great and benefits your brand, people know all about that already. Others have written about it, we\u2019ve written about. But customer service on social media is something that doesn\u2019t get the attention it rightly deserves.<\/p>\n<h2><strong>Customer service and social media<\/strong><\/h2>\n<p>Here\u2019s why you should consider using social media for your customer service:<\/p>\n<ul>\n<li><strong>Respond instantly.<\/strong> Social media is all about people sharing and reacting to each other almost instantly. Using platforms like Facebook and Twitter, you can instantly respond to your customers needs or requests. Your clients will appreciate not racking up a phone bill just trying to contact you.<\/li>\n<li><strong>It\u2019s simple.<\/strong> Social media has a global average penetration rate of <a href=\"https:\/\/www.statista.com\/statistics\/269615\/social-network-penetration-by-region\/\">31%<\/a>. As of late 2016, Facebook has <a href=\"https:\/\/www.statista.com\/statistics\/264810\/number-of-monthly-active-facebook-users-worldwide\/\">1.86 billion<\/a> monthly active users. That means most of your users probably have it. Things become much easier for you and for them when you can resolve their issues without them having to call you, create an account for your site, or use a less popular service.<\/li>\n<li><strong>Connect with users organically.<\/strong> Social media is a natural method of communication for most people. Just look at all the people are glued to their phones and social media apps, no matter where they go. Offering your customer service through it will make your users more comfortable.<\/li>\n<li><strong>Take complaints privately.<\/strong> A lot of people complain about products and brands publicly on social media. If your customer service team uses Facebook or Twitter, you can address these problems directly and ask them to discuss their complaints privately. This way, you help your customer and you quickly prevent them from spreading too much negativity about your product, service, or brand.<\/li>\n<li><strong>Turn complaints into unique improvements.<\/strong> Clients can offer tons of insight on social media that you won\u2019t get elsewhere. You can use it to improve your product\/service, or get inspired to do something special for your customers.<\/li>\n<\/ul>\n<p>That\u2019s the simple sum of it. But this doesn\u2019t mean that you should abandon all other <a href=\"https:\/\/www.liveagent.com\/\">customer service<\/a> methods. The more ways <a href=\"https:\/\/instrktiv.com\/en\/blog\/usability\/customer-journey\/\">customers<\/a> can contact you, the better!<!-- end HubSpot Call-to-Action Code --><\/p>\n<h2><strong>Analyzing your customer service<\/strong><\/h2>\n<p><a href=\"https:\/\/app.sotrender.com\/auth\/signup\/trial\/usd\/gold\">Sotrender analyzes<\/a> your social media performance in tons of different areas. And one of those is your customer service. We look at a few different metrics to see how your customer service is doing, which are:<\/p>\n<p><strong>Response rate.<\/strong> See how often you reply to your user\u2019s posts. The lower the percent, the less you respond to them. If it gets too low, you need to start doing more.<\/p>\n<p><a href=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-25505 \" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-1-950x634.png\" alt=\"Customer service and social media response rate\" width=\"801\" height=\"534\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-1-950x634.png 950w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-1-475x317.png 475w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-1-768x512.png 768w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-1.png 1600w\" sizes=\"(max-width: 801px) 100vw, 801px\" \/><\/a><\/p>\n<p><strong>Response time.<\/strong> How long it took your brand to respond to a user. You\u2019ll want to respond as quickly as possible, keeping your audience satisfied. That is, as long as you know how to appropriately deal with their issues.<\/p>\n<p><a href=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-25507 \" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-2-950x634.png\" alt=\"Customer Service and social media response time\" width=\"801\" height=\"534\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-2-950x634.png 950w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-2-475x317.png 475w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-2-768x512.png 768w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-2.png 1600w\" sizes=\"(max-width: 801px) 100vw, 801px\" \/><\/a><\/p>\n<p><strong><a href=\"https:\/\/www.sotrender.com\/blog\/2015\/05\/negative-feedback\/\">Negative feedback<\/a>.<\/strong> Check how much negative feedback you\u2019re getting from users. We count users hiding a post, hiding all posts, reporting spam, or unliking a page as negative feedback. This helps you identify what actions on social media your users don\u2019t like, and where you should focus your customer service on.<\/p>\n<p><a href=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-25503 \" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-950x634.png\" alt=\"Customer service through social media\" width=\"801\" height=\"534\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-950x634.png 950w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-475x317.png 475w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart-768x512.png 768w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/sot_chart.png 1600w\" sizes=\"(max-width: 801px) 100vw, 801px\" \/><\/a><\/p>\n<p><strong>Community ranking.<\/strong> See which users are active on your page, along with the segment they belong to. Are users likers, only liking your page, or are they debaters, engaging more on your content. If you know how your audience reacts, you will know what to prepare for them.<\/p>\n<div id=\"attachment_40505\" style=\"width: 1337px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-40505\" class=\"size-full wp-image-40505\" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Zrzut-ekranu-2020-04-27-o-09.52.36.png\" alt=\"community ranking, facebook\" width=\"1327\" height=\"434\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Zrzut-ekranu-2020-04-27-o-09.52.36.png 1327w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Zrzut-ekranu-2020-04-27-o-09.52.36-475x155.png 475w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Zrzut-ekranu-2020-04-27-o-09.52.36-768x251.png 768w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Zrzut-ekranu-2020-04-27-o-09.52.36-950x311.png 950w\" sizes=\"(max-width: 1327px) 100vw, 1327px\" \/><p id=\"caption-attachment-40505\" class=\"wp-caption-text\">Community ranking in Sotrender<\/p><\/div>\n<p>And don&#8217;t forget about Sotrender&#8217;s <a href=\"https:\/\/www.sotrender.com\/trends\/facebook\/united-kingdom\/201707_uk\/uk_all#customercare\">Fanpage and Twitter Trends UK<\/a> reports! That&#8217;s where you&#8217;ll get tons of insightful data about customer service from brands across over 20 unique industries.<\/p>\n<div id=\"attachment_29963\" style=\"width: 960px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Sotrender_Trends_on_Sotrender_com.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-29963\" class=\"wp-image-29963 size-large\" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Sotrender_Trends_on_Sotrender_com-950x477.png\" alt=\"Social media became crucial for a good customer service.\" width=\"950\" height=\"477\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Sotrender_Trends_on_Sotrender_com-950x477.png 950w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Sotrender_Trends_on_Sotrender_com-475x238.png 475w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Sotrender_Trends_on_Sotrender_com-768x385.png 768w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Sotrender_Trends_on_Sotrender_com.png 1042w\" sizes=\"(max-width: 950px) 100vw, 950px\" \/><\/a><p id=\"caption-attachment-29963\" class=\"wp-caption-text\">Many UK brands are effectively using social media for a better customer service; <a href=\"https:\/\/www.sotrender.com\/trends\/facebook\/united-kingdom\/201707_uk\/uk_all#customercare\">Facebook Trends UK, July 2017<\/a><\/p><\/div>\n<h2><strong>Social media customer service done right<\/strong><\/h2>\n<p>Here are some examples of brands doing customer service well on social media. Use it as inspiration should you implement customer service into your social media activities.<\/p>\n<p><strong>Nike responds quickly, politely, and helpfully.<\/strong><\/p>\n<div id=\"attachment_25515\" style=\"width: 662px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-25515\" class=\"wp-image-25515 \" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Nike.png\" alt=\"Customer service and social media - Nike\" width=\"652\" height=\"582\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Nike.png 737w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Nike-475x424.png 475w\" sizes=\"(max-width: 652px) 100vw, 652px\" \/><p id=\"caption-attachment-25515\" class=\"wp-caption-text\">Nike on Twitter is a example of good practices when it comes to social media and customer service.<\/p><\/div>\n<p><strong>Jet Blue takes customer complaints seriously and shows they want to take action.<\/strong><\/p>\n<div id=\"attachment_25517\" style=\"width: 813px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-25517\" class=\"wp-image-25517 \" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Jet-Blue-950x640.png\" alt=\"Customer service and social media - Jet Blue.\" width=\"803\" height=\"541\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Jet-Blue-950x640.png 950w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Jet-Blue-475x320.png 475w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Jet-Blue-768x517.png 768w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Jet-Blue.png 1114w\" sizes=\"(max-width: 803px) 100vw, 803px\" \/><p id=\"caption-attachment-25517\" class=\"wp-caption-text\">Jet Blue is ready to help their customers trough social media.<\/p><\/div>\n<p><strong>Xbox takes their social media seriously. Informative, set hours, and a large team to answer client needs.<\/strong><\/p>\n<div id=\"attachment_25519\" style=\"width: 810px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-25519\" class=\"wp-image-25519 \" src=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Xbox-950x657.png\" alt=\"Customer service and social media - xbox\" width=\"800\" height=\"553\" srcset=\"https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Xbox-950x657.png 950w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Xbox-475x328.png 475w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Xbox-768x531.png 768w, https:\/\/www.sotrender.com\/blog\/wp-content\/uploads\/2017\/02\/Customer-Service-Xbox.png 1219w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><p id=\"caption-attachment-25519\" class=\"wp-caption-text\">Xbox has a good strategy and they&#8217;re helping their clients trough Twitter.<\/p><\/div>\n<div class=\"mceTemp\"><\/div>\n<p style=\"text-align: center;\"><!-- end HubSpot Call-to-Action Code --><\/p>\n<p>Want to provide the best customer service possible on social media? Start analyzing and moderating!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Social media is one of the most important means of communication for businesses today. But when businesses talk about social media, they usually focus on improving your brand awareness, reaching new clients, and connecting with your audience. However, they often forget very practical things businesses can do with social media. One of which is customer [&hellip;]<\/p>\n","protected":false},"author":55,"featured_media":25509,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1781,2273],"tags":[1281,1285,2217,2219,471,785],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Service and Social Media - Improve your audience relationship \u2013 Sotrender Blog \u2013 Analyze, Benchmark &amp; Report Your Social Media Performance<\/title>\n<meta name=\"description\" content=\"Social media is one of the most important means of communication for businesses today. But when businesses talk about social media, they usually focus on Social Media Marketing &amp; Analytics Blog.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sotrender.com\/blog\/2017\/02\/customer-service-social-media-improve\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service and Social Media - Improve your audience relationship \u2013 Sotrender Blog \u2013 Analyze, Benchmark &amp; Report Your Social Media Performance\" \/>\n<meta property=\"og:description\" content=\"Social media is one of the most important means of communication for businesses today. 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