Growth Driven Design to achieve the best results

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Related: Advantages of hiring a Community Manager.

Step 1: Analyze past experience
Any great strategy starts with research. Analyzing your current customer service activity can help you identify pain points, “peak times,” and your customers’ demands and expectations.

Additionally, your social media team can also provide you with valuable insights – have you already established communication channels with your audience that are used for support issues (Instagram MD, Twitter)?

Is there a need for a separate social media community designated for customer support? These and other questions can only be answered by the people who manage social media for your brand.

Step 2: Determine the channel and equipment
Decide whether you want to involve someone from your customer support team or a social media manager.

The answer will depend on the training process: will it be easier and faster to train your fronk oil email list social media manager to handle customer service issues or vice versa?

Enterprise-level companies typically have a designated social support team that often works from a separate social media handle—for example, @SpotifyCares or Apple Support.

However, for a smaller company, it might not be the strategy that makes sense.

Unless you're constantly receiving a lot of customer inquiries on social media, I don't recommend setting up separate profiles for customer support. Multiple profiles can be confusing for customers, plus, using your main profile to engage with customers helps increase brand awareness.