Social Media Customer Service

How Are Brands Using Social For Customer Support and Care

It's no news that brands are thriving hard to be customer-centric - anytime, in anyway, at every touchpoint possible. Hence, social being an integral part of a customer-care strategy comes as no surprise.

Social media is no more only a one-on-one or one-to-many interface. It has developed to be much more than that. Today, people know of a brand or the new collection or an event via social first. They are more than aware on which brand hears them out and reacts on their feedback, and which simply pushes advertising down their profiles.

Many brands like Burberry and Nike are now present on social media, especially Twitter, with the special service-dedicated accounts where they cater to customer queries and complaints. Many platforms like Hootsuite or Buffer have also emerged or extended their services to help brands not only post but also manage customer queries on social. A new trend of Chatbots have also emerged to help ease the load on the actual brand managers.

With this research, find out more on how fashion and inspirational non-fashion brands strategize customer service on their global and local social platforms and apps, and what are the best tools and technologies in place to do so.


  1. Introduction
  2. Social Media Platforms
    1. Twitter
    2. Facebook
    3. Instagram
  3. Special Platforms for Social Media Management
  4. Messanger Apps
    1. WeChat
    2. Line
    3. WhatsApp
  5. Chatbot
  6. Case Studies on Non-Fashion Brands
  7. Key Takeaways

Brands mentioned in the case studies

Related Marketing Research