{"id":32641,"date":"2022-10-12T00:00:00","date_gmt":"2022-10-12T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/the-best-social-media-channels-for-customer-service\/"},"modified":"2023-09-17T17:38:26","modified_gmt":"2023-09-17T17:38:26","slug":"the-best-social-media-channels-for-customer-service","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/","title":{"rendered":"The Best Social Media Channels for Customer Service"},"content":{"rendered":"<span data-contrast=\"auto\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-27584 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Best-Social-Channels-For-Customers-Low-Res.jpg\" alt=\"Best Social Channels For Customers \" width=\"360\" height=\"432\" \/>Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn\u2019t mean it\u2019s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let\u2019s address why companies aren\u2019t using social channels.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><!--more-->\r\n\r\n<span data-contrast=\"auto\">When a company tells me they don\u2019t want to participate in social media customer care, I ask why. They have explanations \u2013 notice I didn\u2019t use the word <\/span><i><span data-contrast=\"auto\">excuses<\/span><\/i><span data-contrast=\"auto\">, but that is really what they are. The <\/span><i><span data-contrast=\"auto\">explanations <\/span><\/i><span data-contrast=\"auto\">are:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">We steer them to the phone, so we don\u2019t need any other channels.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">We don\u2019t have the staff to handle all the different social channels.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">We don\u2019t have the budget to expand our customer support department.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">And more, but the excuses \u2013 I\u2019m sorry, <\/span><i><span data-contrast=\"auto\">explanations<\/span><\/i><span data-contrast=\"auto\"> \u2013 aren\u2019t important.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<span data-contrast=\"auto\">Our annual <\/span><a href=\"https:\/\/www.hyken.com\/research\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer service research<\/span><\/a><span data-contrast=\"auto\"> shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn\u2019t mean they should be ignored.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">The phone has always been the most popular channel for support. Why? Because it\u2019s always been there. But now, there are options such as email, chat, apps and more. Gen-Z and Millennials are the catalysts for digital customer support channels.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Rob Siefker, Zappos.com\u2019s former senior director of customer loyalty, shared his take on social media channels in a recent <\/span><i><span data-contrast=\"none\">Inc.<\/span><\/i><span data-contrast=\"auto\"> article. When asked why Zappos uses social media, his answer was, \u201cZappos customers use it. All we do is decide if we want to be in that space.\u201d He also said, \u201cCustomers call us, but we didn\u2019t invent the phone.\u201d\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">That last sentence says it all! \u201cCustomers call us, but we didn\u2019t invent the phone.\u201d None of us invented the social channels, either. His point is that just because we didn\u2019t invent it, doesn\u2019t mean we shouldn\u2019t use it, especially if our customers want us to.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Earlier, I promised to share the <\/span><i><span data-contrast=\"auto\">why<\/span><\/i><span data-contrast=\"auto\"> \u2013 or the reason customers are turning to social media. While more and more are using social media channels like Twitter and Facebook, it\u2019s not always their first choice. Unfortunately, it\u2019s where customers go because the company didn\u2019t make it easy to call or didn\u2019t respond to their emails or text messages. So, they \u201cgo social\u201d and post on Twitter, Facebook, and other social platforms. That\u2019s a terrible reason! And by the way, the rest of the world can see these posts. And if you choose not to respond, your customers might notice.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Yet, despite that terrible reason, you should still be on social. If you haven\u2019t already noticed, you will start to see more and more customers commenting, asking questions, and complaining on social channels. And you need to respond to them. Watch where your customers are and be there for them.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">What are the best social media channels for customer service? The ones your customers are using.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n<div class=\"entry-content\">\r\n<div class=\"entry-content\">\r\n<div class=\"entry-content\">\r\n\r\n<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\"><em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em><\/span>\r\n\r\n<\/div>\r\n<\/div>\r\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn\u2019t mean it\u2019s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let\u2019s address why companies aren\u2019t using social channels.\u00a0<\/p>\n","protected":false},"author":3,"featured_media":38539,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6800,6807],"tags":[4910,5070,6050],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Best Social Media Channels for Customer Service - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"If you haven\u2019t already noticed, you will start to see more customers commenting, asking questions, and complaining on social channels.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Best Social Media Channels for Customer Service - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"If you haven\u2019t already noticed, you will start to see more customers commenting, asking questions, and complaining on social channels.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-12T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-09-17T17:38:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Best-Social-Channels-For-Customers-Low-Res.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"360\" \/>\n\t<meta property=\"og:image:height\" content=\"432\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"The Best Social Media Channels for Customer Service\",\"datePublished\":\"2022-10-12T00:00:00+00:00\",\"dateModified\":\"2023-09-17T17:38:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/\"},\"wordCount\":568,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Best-Social-Channels-For-Customers-Low-Res.jpg\",\"keywords\":[\"social media customer service tips\",\"Social media customer service\",\"social media customer support\"],\"articleSection\":[\"Customer Service Strategies\",\"App\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/\",\"url\":\"https:\/\/hyken.com\/customer-service-strategies\/the-best-social-media-channels-for-customer-service\/\",\"name\":\"The Best Social Media Channels for Customer Service - 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