Social Media's Role in Customer Service

Companies know that customer service is important, but a lot of businesses still haven’t formed a specific strategy for addressing online concerns and building social relationships. With 89% of U.S. consumers saying that they’ve gone to a competitor after a poor customer service experience, it’s clear that a businesses ability to listen to complaints and provide solutions is linked to its success.

Social Media as the New Customer Service Channel of Choice

By engaging in discussions on social media, customers no longer have to endure the frustration of automated telephone systems or feel that their questions or are being sent into an abyss.

Successful customer service is about two-way communication, and on social media, personal responses work best.


Successful customer service is about two-way communication, and on social media, personal responses work best.

Simplifying Customer Service with WhizFish Social Marketing

There are a lot of social networks out there, and it can be overwhelming to try to track comments and respond to ongoing activity on all of them. WhizFish Social Marketing software displays comments, mentions, and conversations from all of a business’s social profiles in one location.

Monitor and manage customer activity in  a single feed


The Social Feed alerts businesses as soon as someone posts something to their Facebook Page, mentions them on Twitter or writes on their Google+ profile.

Respond to customers inline,straight from the feed

Managers can comment and reply to people directly underneath their original post, so there’s no need to ever leave the feed.

Track every interaction

Interactions are automatically stored with users’ profiles. Businesses can go back and see whom they’ve helped, what was said, and whether the customer was satisfied. There’s no more guesswork on good or bad service because the history is always available.

By engaging with people through social media, companies have a new way to make connections and provide exceptional customer service. The process is easy with WhizFish Social Marketing tool, which enables local business owners to:

  • Manage customer activity from Facebook, Twitter, Google+, and LinkedIn

  • Respond to customer concerns without leaving the Social Feed

  • Keep track of customer service encounters and view history from every social media conversation they have ever had

  • Save time and money on customer calls, long email threads, and other support alternatives