Digital Media’s Role in Customer Service


As a key communication tool, social media often propels brands into the spotlight. This recognition can have positive or negative results for companies, depending on the conversations surrounding the brand. Satisfied customers who talk about their great experiences with your products, services or staff can greatly increase your target audience’s awareness of your brand. On the other hand, if a dissatisfied customer starts talking about their negative experience on social media, the results can be detrimental.

In order to take advantage of social media’s brand awareness potential, you have to maintain an active social media presence. Brands who frequently engage with consumers on social media establish the foundation for good customer relationships. By sharing valuable content that addresses consumer concerns or provides helpful tips, you open the door for customers to connect with you. You also solidify yourself as the solution when they go looking for the product or service you offer.

It is important to be prepared for difficult conversations when consumers take to social media to express their frustration with your brand. Hopefully, this will not be a challenge you actually have to face, or if you do, that the occasions will be rare. Still, it is better to be prepared with a strategy than to flounder when your customer service needs to be at its best. Frequent attention to your social media profiles will pay off in these instances because you will be able to identify and quickly rectify any toxic situations.

Just remember, a wealth of positive social media engagement will go a long way toward offsetting any negative opinions of your brand. Create a strategy and start producing the content your customers need to make purchase decisions. Many small businesses turn to a marketing team like SJC Marketing for help outlining a social media strategy, and developing and distributing quality content on various platforms. A partnership like this gives you and your staff the time to focus on your business responsibilities while extending the reach of your exceptional customer service to social media.

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