Companies like Zappos have a customer service specific Twitter account that they use to engage with customers and answer questions within 24 hours. Most expect an expedient turnaround regarding their customer services questions and concerns; Zappos has a 54 minute average response time. They also respond to every single inquiry making them a leader in consistent, engaged customer service.

Here’s how customer service is being shaped by social media:

  • Reputation management can be supported through a network of social media platforms that work to address both good and bad feedback. It will also often help draw patterns in your strengths and weaknesses.
  • Timely responses are imperative to good social media customer service. Companies that do it well employ a 24 hour policy to provide a response to all inquiries. The quicker the turnaround, the happier the customer and the more likely you are to create brand loyalty.
  • Customer engagement is one of the most important elements of social media customer service. Not only do you want to provide incredible customer service, but make it a point to interact with your customers and get to know them. Show some personality!

Which companies do you think best utilize social media in their customer service efforts?

Image courtesy of Stuart Miles at