Customer service takes a new face with the introduction of social media – and to get it more effective, you need to design a strategy. Among these strategies include engaging your customers by meeting their expectations, answering their concerns, establish support system, form an open communication, and emphasize the importance of every material you use.
Customers nowadays are very fond of using social media, whether it is to purchase, inquire, suggest, praise or criticize products. This is why it is very important to address their concerns immediately through an open communication. If you use any medium, make sure that it speaks of your brand.
Source: Small Biz Trends