• Ssemujju Lewis E

Social Media Customer Service

It is 2021, and you should be using social media for your business. The numbers on social media suggest that you will be reaching very many clients with so much social media marketing and social media customer service alike.


Chances are high you have expressed so sort of feedback to a company using social media. If you haven't, then you know someone who has. Some are lucky to hear back from these companies on social while others have not.


A recent survey found that 68% of consumers would react by telling family and friends about a bad experience by posting it on a social network. And as each Facebook profile has an average of 155 friends, one negative experience can quickly reach thousands!


According to a report of social media usage released by Statista:

  • In 2020, over 3.6 billion people were using social media worldwide(a global rate of 49 percent.), projected to increase to almost 4.41 billion in 2025.

  • On average, internet users spend 144 minutes per day on social media.

  • Facebook was the first social network to surpass one billion registered accounts and currently boasts approximately 2.5 billion monthly active users, making it the most popular social network worldwide.

  • In June 2020, the top social media apps in the Apple App Store included mobile messaging apps WhatsApp and Facebook Messenger and the ever-popular app version of Facebook.

  • In 2021, Social networking sites are estimated to reach 3.78 billion users. These figures are still expected to grow as mobile device usage, and social networks increasingly gain traction in previously underserved markets.

It is in the name "social media." There is supposed to be some conversation that is expected to happen. Customer service is the direct one-on-one interaction between a consumer and a representative making a sale. Customer Service departments might not have anticipated the channels used, but these social media networks have come in handy. Taking care of customers' needs on social media is a great way to show your company cares about its customers. customers

In fact, 67% of consumers have engaged a brand’s social media for customer service needs.

Social media marketing involves posting relevant content like live videos, texts, prerecorded videos, images, GIFs, and animations on all your social media engagement platforms, talking to your audience, giving an ear to their complaints, and addressing their concerns.


The social media platforms used are Facebook, Instagram, Twitter, Reddit, LinkedIn, Pinterest, Youtube, Snapchat, and WhatsApp. Different business brands use social media for various purposes, i.e., to get traffic to their websites, to generate sales, to get people’s views about a product and its performance, to get to a target number of audience and engage with them, and also to engage with potential consumers of the product or service.


Just as social media is an excellent strategy for marketing, it is terrific for customer service if done right. The benefits cut across marketing and customer service, i.e., brand visibility and awareness, brand growth.


Relevant Social media customer service stats


Patrick Cuttica, director of product marketing at social media management company Sprout Social, said that when customers come to you, you need to prove you can be a helpful resource to them. So please don't ignore them or leave their questions unanswered; your response (or lack of one) often determines whether the customer will return to your brand.

The Best Social Media Customer Service Practices


1. Reply as quickly as possible

Most businesses have working hours. But, with the inclusion of social media, the expectation is that the responses on feedback will be coming in around the clock.

Here is a fact - 42% of consumers expect a response on social media within 60 minutes.


2. Social listening is highly recommended

Social media users usually want to mask their grievances and avoid directly tagging the company they complain about. Instead, you ought to stay on the lookout for mentions and issues in your field and respond accordingly. This practice assures your clients that you are willing to go out of your way to ensure they are satisfied with the service.



3. Sieve private and public matters

As a customer service personnel, you should know which issues can be resolved in public and those that can be remedied privately. For example, queries that involve sharing of private data and information should be dealt with in public. At the same time, those responses that might be helping many of your customers can be addressed in public for the benefit of everyone.


4. Reply to all queries

Depending on the social media channels you are using, you should be able to respond to all. More often than not, some responses are similar. Here, you can create a streamline of replies to handle such cases. Nonetheless, respond to each query. Every customer wants to be treated with respect.


5. Make use of greetings and personalization

It's the small things that matter. Something as simple as "Hello John,..." before the response to John's query could be the reason John is not taking to social media and angrily attacking your company. It also shows you are intent on conversing with John on that particular topic.


6. Avoid fighting on social media

Not all comments and responses are going to be good. That is the paradox with doing business. You ought to be gentle enough to respond to all queries with positivity. Then, you can go ahead to help your clients rectify whatever issues they may be having to have a better user experience.



Customer Service With MonkeyPesa

Monkeypesa is a customer support software catering to multiple arms of your business - from sales marketing, automation and customer support. With the spirit of helping small and medium enterprises grow and thrive in business, Monkeypesa is a user-friendly tool. The pricing, features, analytics, easy to interpret dashboard makes it simpler for the users.


MonkeyPesa Features:

  • Team collaboration

  • 360-degree view of customers

  • Livechat software

  • Ticket routing

  • API

  • Automation

  • Community forums

  • Self-service portal

  • Insights, analytics and reports

  • Human Resource and payroll

  • Live Chat

  • Bulk SMS and email management

  • Knowledge Base


Monkeypesa has a live-chat portal that allows customers to interact with a customer service agent right from the company's website. Clients use this chat-enabled service to reach out to the company for inquiries. The service is very pertinent for businesses and companies relying heavily on their websites for traffic and customers.



It is important to note that clients do not want to be stranded for long waiting for replies. Therefore, employ a large team or use multiple software such as chatbots to automate some chat interactions. Live chat software enables agents to solve customer issues in real-time and from wherever they already are. It makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.


Email management is another crucial aspect of MonkeyPesa customer support software. Email interactions are notorious for being slow, especially if few monitoring agents and a high volume of emails daily. Customers may need a response faster than some email service strategies can provide, especially when the conversation requires more than an initial email and a reply.



Any capable customer service team should possess a central and accessible knowledge base to simplify simple inquiries. MonkeyPesa lets you build a knowledge base backed up by well-written articles for customers to peruse through searching for answers. Without the articles, there is no knowledge base. A knowledge base is the end product of collecting and organizing that information into a usable form. This feeds directly into the self-service portal. This is the ultimate test for your customer support. This section is filled with an FAQ (Frequently Asked Questions) database and a knowledge base that contains other information like product specs and case studies. Customers can easily comb through these and find answers from queries of those before them.



Social Media is a very relevant tool of sales and marketing today. Every passing day, there is a new social media channel your clients and prospects sign up for. MonkeyPesa provides a centralized location for all your social media interactions — tweets, posts, reels, videos, comments, replies, Direct Messages. Accessible Communication is a giant step into maintaining good relationships with clients. Strong relationships generate more sales and support, improve client satisfaction, and can even reduce business expenses.





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