The Future of Customer Service on Social Media: Predictions and Trends

Social media

Have you ever wondered if the future of customer service can be social media? In this article, we will discuss how social media is rapidly changing the customer service industry.

Social media is now an evolving contact channel integrated into the domain of customer service. Customer service on social media covers the entire purchase process. It is being used to address complaints, answer questions, provide guidance and more.

As per research, from 2020 to 2021, there was an increase of 110% of social media users who preferred to take to social media platforms for customer service. Hence, if you own or run a business, it’s time for you to hop on this trend.

Here we will look at some of the predictions and trends of customer service on social media.

Predictions and Trends of Customer Service on Social Media

Social media is a lot more than trending memes and viral videos. If utilized correctly, customers will like your content and love resharing it. Hence, following the best practices can help you reap maximum benefits from your customer service on social media.

As per the trends, it is predicted that in 2023, social media customer service will move towards increased automation, personalization, integration, and expansion with other platforms.

For instance, chatbots and AI-powered tools will likely increase effectiveness of customer service while greater personalization will offer unique and tailored experiences to each customer. Besides this, with the expansion of new platforms and messaging apps, customers will have even more options for reaching out for support. Additionally, with brands putting more significant emphasis on social listening, using social media automation tools and utilizing the data and insights to identify and address customer pain points, it will enhance the overall customer experience.

Role of Bots in Customer Service

Bots are becoming increasingly popular. They are powered by AI and are becoming a booming social media trend. Social media platforms like Facebook and Twitter have varied chat mediums that can be used to receive and respond to messages. Facebook Messenger alone has more than 300,000 chatbots in operation. Chatbots come in several forms; some are even humorous! They are prompt and ensure that queries are resolved efficiently.

According to research, by 2035, artificial intelligence is expected to boost company productivity by up to 40%. This includes improved retention rates, enhanced customer experience and brand image. Besides, social media automation is on the front line to assist customer support teams.

Resolving Issues Instantly on Social Media

With everything being digital, customers are getting used to faster and faster responses each day. When people get stuck with a query regarding a product or purchase and a can’t find an answer, chatbot automation allows companies to provide customers with instant assistance within seconds. These chatbots can also attend to multiple users simultaneously. They can perform tasks such as making sure that your customers know your hours of availability, keep a tab on their queries, and help them resolve issues.

Undoubtedly, this trend will revolutionize how customers receive social media support. They are quick and efficient and will have the expertise to resolve critical customer issues without human intervention.

For example, many businesses use Facebook as a customer service channel. With this, customers can reach out to the company via Facebook messenger. Alternatively, Facebook’s built-in support tools, like automated responses, also come to the rescue to streamline customer experience management.

Enhanced Customer Engagement

Do you also want to maximize your customer engagement? Then it’s time to shift to social media customer service. Customers want to feel heard and understood. You can measure this with the help of response time, the number of interactions, and other metrics. In addition, promptly responding to customer inquiries and concerns will not only facilitate a positive impression but also foster brand loyalty. It also enables you to interact with the customers on a personal level and develop stronger relationships.

How about customized responses, like addressing a customer by name? This can humanize the company and enhance engagement rates. For instance, Starbucks uses Twitter, Instagram, and Facebook to engage with customers. They are prompt and use personalized interactions for better engagement.

Personalized Customer Experience

Another trend to watch for is greater personalization in social media customer service. With advancements in AI, companies can offer more personalized experiences to customers. These are tailored as per their needs and preferences.

When customers reach out with queries, they want to be treated like a person, not a number. By providing customer service through social media, companies have made it easier for them to reach out and receive support, regardless of location and time. With a huge range of available options, customers can now pick their preferred platforms.

For instance, a customer may reach out to a beauty brand on Twitter regarding an item or product. The brand may not only respond to the question on Twitter but also offer suggestions based on their past purchases and preferences.

Overnight Social Media Customer Support

24/7 social media customer service will always be an important part of providing exceptional customer service. It has been found that most consumers switch to other platforms impatiently due to poor service. This holds especially true if your customers are worldwide.

Make sure your social media customer support team is always available to respond to your queries in good time. Whether you own a small or a large-scale business, this can improve the customers’ overall experience and allow them to reach out for help any time before any potential issue escalates. 24/7 social media customer service is a great way to provide immediate support and assistance for customer inquiries or issues through various social media platforms (e.g., Facebook, Twitter, Instagram, etc.). It will also affect your retention rate.

For instance, if you are facing technical issues in the middle of the night, 24/7 social media customer service can assist with troubleshooting and resolving the problem. Additionally, a brand can take the help of various reputation management tools to make 24/7 social media customer service effective. This is done by monitoring mentions, addressing negative feedback, and promoting positive experiences.


Various other social media customer service practices are also trending this year, but the ones listed above will suffice as long as they are implemented well. Social support has completely changed the customer service industry. One of its key roles should be resolving more requests from multiple channels effectively. Besides, social media automation is a must-have for any growing business active on social media.

To be successful, many companies are shifting to the utilization of social media customer services. This will help them to grow their business quickly. Besides implementing the latest trends in social media, they are also using technological advancements such as AI and chatbots that will radically transform the customer support industry.

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