Social media customer service and customer engagement serve two different purposes, yet you can deliver both using the same social media platforms. Social media customer service aims to provide advice and solve customers’ problems with the products or services they buy. Social media engagement is more about enhancing relationships with current and potential customers.
You can take care of both social media customer service and customer engagement by replying to messages, comments, and reviews on social media. If you have separate teams dedicated to either of the two social media activities, consider using a social media engagement tool that can help you assign tasks to team members.
You can also automate social media customer service and customer engagement activities by auto-moderating repetitive comments and messages. Read more to learn how automation can help you streamline your processes, save time, and improve the overall quality of social media customer service and engagement.