Social Media Role for Customer Service [Infographic]

Social media is more and more used as customer support media today. Consumers like to post their complaints on Facebook and ask questions via Twitter. That is why it is important to provide customer support using social media networks. While this improves not only trust and loyalty but also helps to protect your brand against negative posts. When you react fast to the questions your customers ask on social networks, you provide not only excellent customer experience but also show that your company is real and can be trusted. Check this infographic to find out the importance of social media channels for customer service and their pros and cons.

Do you use social media channels for assisting your customers? Share your experience with our blog readers. We at Provide Support Live Chat have been successfully utilizing social media for assisting our customers together with email, live chat and phone support.

Social Media for Customer Service
Social Media Role for Customer Service

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Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC
Olga is a Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC. She is a writer and blogger on customer service innovation, customer service excellence and customer support technology.

65 thoughts on “Social Media Role for Customer Service [Infographic]

  1. Thanks for sharing this, Olga! I, for one, am a huge advocate for taking to social media when I need something solved.

    In particular, I identified with the part about returning for future business if my problem is addressed. Even if the issue is not solved, I am not being ignored by a company. No response tends to feel like a company is “too big” and not really concerned with my own matters.

    I’ll be sharing this with everyone I know!

    1. Thank you for your comment, Mike. I also use Social Media when I would like to find out about a company or have my problem solved. With social media everything is transparent and if social media is used not only for marketing purpose but also for customer service – businesses will only benefit from this.

  2. Relationship manufacturer. The excellence of web-based social networking is that it’s the ideal field for building associations with clients shy of flying them to your office. It’s the place your organization can shape a bond with purchasers through discussion on various proper subjects

  3. It could be the very first time that i am looking into this post, but one thing i would say is that its a page with very relevant and helpful information. You do have a way of creating this kind of information, and really its my wish that you would keep on posting.

  4. There is no doubt social media is playing a vital role in the market and most of the business strategies rely on it on the other hand as you mentioned in your article this is also a best option for customer service and provide a facility to communicate with the customers.

  5. Social media have greater importance with the client interaction and it is well depicted with your info graphic. Actually rather than lots of words it is good when comes to pictorial representation and it is well explained here with your post

  6. Cool Infographics. As per my view, right now instagram is on the boom. Most of the crowd from Facebook turned to Instagram and As always “You Tube is still rocking it”.


    Ketan J

  7. Hello,Thanks for sharing this, Olga! I, for one, am a huge advocate for taking to social media when I need something solved. thank for this article

  8. hello,Thanks for sharing this, Olga! I, for one, am a huge advocate for taking to social media when I need something solved. thank for this article 🙂

  9. Social media is the platform where you can target your audience directly with the help of Digital marketing way which depends on your product which type of product you want to introduce in the market.

  10. Few Days Ago, marketing was not that much simple and was costly. But, now Social Media replaced old type of marketing and yes this is the best Part For Marketing i.e. Social Media Marketing is the best.

  11. Hey,Hello,Thanks for sharing this, Olga! I, for one, am a huge advocate for taking to social media when I need something solved. thank for this article

  12. A very informative article Olga. I agree that social media has become a very crucial tool to accomplish many things including marketing. People in social media are very transparent and if you want to know the truth about your products or services, taking to the social media can help to bring out the true picture. Very important source of information.

  13. Thank you for sharing this beautiful article about social media. I agree with the fact that social media has really revolutionized how marketing is done. Social media is a very powerful tool that if used properly, can really boost your products and services to another level.

  14. Social media is the best platform for providing customer service through channels like Facebook and my opinion it is the vital tool for marketing your business.By using social media for customer service bring your business to its next level

  15. Yeah it right that social media plays very important role in the brand reputations..I’m using zendesk customer chat option and would like to change it to providesupport because i found many positive reviews about the same..

    1. Thank you for your decision to try Provide Support Live Chat service. We offer free 10-day fully functional trial for testing. You are welcome to register an account and see the service in action.

  16. Thank you for sharing such a great article about social media Info graphic. Now a day use of Social Media is the very important platform for User, Buyer customers other online Services provide. Info graphic is very powerful Tools to reach targeted audiences and clear them about marketing information and present in best and easy way!

  17. Using social media can be useful for businesses to target more customers. However, it is also important that there should be adequate level of attention paid towards social media activities because it can destroy the image of a business also. As for example, fraudulent activities by competitors such as giving inappropriate ratings on social media sites could lead to negative impact on business. I have faced similar issues from using social media at my site at: Australian Assignment Help whereby competitors are giving incorrect ratings to downgrade my performance.

  18. The character of the social media customer service representative is to provide a “human” presence online for a yield, service, or corporation. Social media stages are bright to help with customer satisfaction levels and engagement in a number of methods.

  19. Customer support service is the act of taking care of the customer’s needs especially by social media. Companies interact to the customer and try to solve their problems and ask for a review about their services.

  20. I really happy found this website eventually. Really informative and inoperative, Thanks for the post and effort! Please keep sharing more such blog. I have really like your blog and inspire me in many ways, we have already set a high standard for Mobile App Development Company

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