Social media is a double-edged sword. It allows for quick resolution and public praise, but it also airs dirty laundry for the world to see.
Speed is Everything
On Twitter or Facebook, customers expect a response in minutes, not hours. If you can't offer 24/7 social support, clearly state your operating hours in your bio.
Move it to DM
Never ask for sensitive info (order numbers, emails) in a public reply. Acknowledge the issue publicly ("I'm so sorry to hear that, @user!") and ask them to slide into your DMs to resolve it.
Don't Feed the Trolls
Distinguish between a legitimate complaint and a troll. Respond to complaints with empathy. Ignore or block abusive trolls who are just looking for a reaction.
Keep it Human
Social media is informal. Ditch the corporate jargon. Use emojis (if appropriate for your brand), sign off with names (e.g., "^JW"), and be conversational.
Great social support turns angry customers into brand advocates. Everyone sees how you treat them.