{"id":17104,"date":"2017-08-29T17:50:47","date_gmt":"2017-08-29T17:50:47","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=17104"},"modified":"2024-03-29T13:36:23","modified_gmt":"2024-03-29T20:36:23","slug":"social-media-customer-service","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/","title":{"rendered":"Social media customer service is the new online marketing"},"content":{"rendered":"\n<p>Social media customer service &#8211; When you think about online marketing, you typically think about SEM, emails, or Facebook ads. What do these strategies all have in common? They\u2019re designed to grab attention, make a lasting impression, start conversations, <a href=\"https:\/\/birdeye.com\/blog\/use-social-media-boost-brand-awareness-5-valuable-tips\/\">increase brand awareness<\/a>, and ultimately bring in more customers. However, when all your competitors are running the same campaigns, what makes a company stand out?<\/p>\n\n\n\n<p>Great experiences.<\/p>\n\n\n\n<p>In today\u2019s hyper-connected world, it just takes the tap of a button to share an experience with the world. A customer\u2019s experience is not over just because a transaction was completed. In many cases, customer service defines the customer experience.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-customer-service-isn-t-what-it-used-to-be\" data-level=\"2\">Customer service isn\u2019t what it used to be<\/a><\/li><li><a href=\"#h-social-media-customer-service-where-many-businesses-go-wrong\" data-level=\"2\">Social media customer service &#8211; Where many businesses go wrong<\/a><\/li><li><a href=\"#h-what-does-good-social-media-customer-care-mean\" data-level=\"2\">What does \u201cgood\u201d social media customer care mean?<\/a><\/li><li><a href=\"#h-how-can-social-media-customer-service-boost-customer-acquisition\" data-level=\"2\">How can social media customer service boost customer acquisition?<\/a><\/li><li><a href=\"#h-the-bottom-line-social-media-customer-service-is-worth-it\" data-level=\"2\">The bottom line: social media customer service is worth it<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customer-service-isn-t-what-it-used-to-be\">Customer service isn\u2019t what it used to be<\/h2>\n\n\n\n<p>Customer service expectations are rising year over year: 75% of online customers expect support within 5 minutes (McKinsey). Traditional avenues like email and call centers have been overtaken by social media. Customers use social as a support avenue because they\u2019re already there. They don\u2019t have to take any extra time searching for your business, finding a phone number or email, being put on hold, or filling out an online form.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/08\/Visual_01.png\" alt=\"\" class=\"wp-image-17106\"\/><\/figure>\n<\/div>\n\n\n<p>On social media, customer service becomes a spectator sport. When a customer complains online, they might as well have called or emailed hundreds or thousands of followers. The complaint itself is less important to those who see it than the way the business responds to it. Customers who receive service request responses via social media spend 20-40% more (Social Media Today). Not only that, but 48% of customers tell their friends about the good customer service they received on social media (Wharton\/UPenn).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-social-media-customer-service-where-many-businesses-go-wrong\">Social media customer service &#8211; Where many businesses go wrong<\/h2>\n\n\n\n<p>While speed is definitely important, it should not be your only focus. Canned responses and chatbots do save you time and effort initially, but they only prove that you\u2019re good at copying and pasting. They don\u2019t establish trust or credibility, and they aren\u2019t at all memorable. Efficiency is all too often mistaken for competency. Perhaps that\u2019s why 80% of companies believe they deliver superior social media customer service, but only 8% of customers agree (Buffer).<\/p>\n\n\n\n<p>Not responding to social media complaints is just as bad as responding poorly: 88% of customers are less likely to purchase from a company that leaves questions on social unanswered (Conversocial). Left unanswered, what began as one complaint can escalate into a heated conversation as more disgruntled customers chime in. Even if such extreme cases don\u2019t occur, ignoring pricing or product questions can cost you high-quality leads.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-does-good-social-media-customer-care-mean\">What does \u201cgood\u201d social media customer care mean?<\/h2>\n\n\n\n<p>Simply responding is not going to get any applause because customers expect you to resolve their problems. To really impress them, businesses must go above and beyond to create a memorable experience worth sharing. So what makes for a memorable experience?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Prompt.<\/strong> That 5-minute window might not always be possible, but it\u2019s wise to set a target resolution time of no longer than 30 minutes. That way you can solve their problem before they get too frustrated, and fewer people see their unanswered complaints.<\/li>\n\n\n\n<li><strong>Seamless.<\/strong> According to research by Microsoft, the two aspects customers consider most important are 1) not being transferred to another agent, and 2) first-contact resolution (Microsoft). If your social media team is monitoring mentions but is not qualified to offer support, make sure you have a system in place to minimize the number of employees involved. For example, you could use a social ticketing platform that allows your social team to flag posts as support tickets and automatically notifies designated support reps who can jump in and help. There are tools available that allow teams to manage social mentions this way and even integrate them into their existing support systems. For example, <a href=\"https:\/\/birdeye.com\/ticketing\/\">Birdeye&#8217;s Social Ticketing<\/a> lets you convert social mentions into support tickets manually or automatically, assign reps to each ticket, collaborate internally, and track the speed of issue resolution by an employee over time.<\/li>\n\n\n\n<li><strong>Personalized.<\/strong> Addressing the customer by name and signing your response by name humanizes your brand and helps customers trust you. To help with this, for some businesses it might make sense to create a separate Twitter handle dedicated to support requests.<\/li>\n\n\n\n<li><strong>Thorough.<\/strong> Don\u2019t mark an issue as resolved until you have confirmation from the customer. If a customer doesn\u2019t reply, follow up to make sure they don\u2019t have any other questions or concerns. Prioritize different types of customer posts to ensure the urgent ones are addressed first. For example, differentiate between product or service requests, pricing questions, and general brand mentions. It helps to use social listening software to keep track of these priorities with content ticketing and tagging.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/08\/Visual_021.png\" alt=\"Social media customer service\" class=\"wp-image-17107\"\/><\/figure>\n<\/div>\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Proactive.<\/strong> It\u2019s not just about listening and reacting. It\u2019s also important to post engaging content of your own. Use social media as an avenue to your website and other branded content: identify customer issues that could be answered with a link to an existing blog post or video. <a href=\"https:\/\/birdeye.com\/blog\/social-listening-tools-techniques\/\">Social media monitoring<\/a> can tell you what your customers care about &#8212; use those findings to create informed posts that solve issues preemptively. For example, if lots of customers mention it took them a while to figure out how to use the juicing machine they bought from you, share a tutorial video with step-by-step juicing instructions. Proactively post on a consistent basis and you\u2019ll minimize the number of customer service requests you receive, making it easier to manage each one.<\/li>\n<\/ul>\n\n\n\n<div id=\"birdeye-youtube-bJZ-YsJhGm4\" class=\"ytvideo-container\"><\/div>\n<script>\n  var youtube = document.getElementById(\"birdeye-youtube-bJZ-YsJhGm4\"); \n  var img = document.createElement(\"img\");\n  img.setAttribute(\"src\", \"https:\/\/i.ytimg.com\/vi\/bJZ-YsJhGm4\/maxresdefault.jpg\");\n  img.setAttribute(\"class\", \"be-yt-thumb\");\n  img.setAttribute(\"width\", \"815\");\n  img.setAttribute(\"height\", \"458\");\n  img.setAttribute(\"alt\", \"Youtube Google Review complete guide\");\n  \n  var playIcon  = document.createElement(\"div\");\n  playIcon.setAttribute(\"class\",\"play-icon\"); \/\/to add play icon on top of the image\n\n  var playBtn  = document.createElement(\"div\");\n  playBtn.setAttribute(\"class\",\"play-btn\");\n  var iconWrapper  = document.createElement(\"i\");\n  iconWrapper.setAttribute(\"class\",\"icon-wrapper\");\n\n  var iconImage = document.createElement(\"img\");\n  iconImage.setAttribute(\"src\", \"https:\/\/cdn2.birdeye.com\/version2\/v3\/components\/video\/play-btn-transparent.svg\");\n  iconImage.setAttribute(\"width\", \"80\");\n  iconImage.setAttribute(\"height\", \"80\");\n  iconImage.setAttribute(\"alt\", \"Google Reviews Video play icon\");\n\n  youtube.appendChild(img);\n  iconWrapper.appendChild(iconImage);\n  playBtn.appendChild(iconWrapper);\n  playIcon.appendChild(playBtn);\n  youtube.appendChild(playIcon);\n  \n  \/\/ Attach an onclick event to the YouTube Thumbnail\n  youtube.onclick = function() {\n \n    \/\/ Create an iFrame with autoplay set to true\n    var iframe = document.createElement(\"iframe\");\n    iframe.setAttribute(\"src\", \"https:\/\/www.youtube.com\/embed\/bJZ-YsJhGm4?rel=0&modestbranding=1&autohide=1&showinfo=0&controls=0&autoplay=1&border=0&wmode=opaque&enablejsapi=1\"); \n    var iframeWidth = document.querySelector('.ytvideo-container').clientWidth;\n    var iframeHeight = document.querySelector('.ytvideo-container').clientHeight;\n    iframe.setAttribute(\"style\", \"width:\"+ iframeWidth + \"px;height:\" + iframeHeight + \"px\");\n    iframe.setAttribute(\"allow\", \"autoplay\");\n\n    \/\/ Replace the YouTube thumbnail with YouTube HTML5 Player\n    this.parentNode.replaceChild(iframe, this);\n  }; \n<\/script>\n<script type=\"application\/ld+json\">{\n  \"@context\": \"http:\/\/schema.org\",\n  \"@type\": \"VideoObject\",\n  \"name\": \"Social Listening\",\n  \"description\": \"https:\/\/birdeye.com  Product walkthrough: Social Listening  Social listening is the process of tracking conversations around specific topics, keywords, phrases, brands or industries, and leveraging your insights to discover opportunities or create content for those audiences. It's more than watching @mentions and comments pour in via your social profiles, mobile apps or blogs.  Monitoring the constant flow of feedback from across the web is just the first step in comprehensive social listening.  Businesses need to convert those comments into insights that spur meaningful action.  With Birdeye, your business can respond to detractors and engage influencers with intelligent tools that capture category- and department-specific posts \u2014 all from one dashboard.  Hear every word on social media  The voice of the customer is particularly energetic and expressive on social media. For many customers, feedback is more than ratings and reviews -- their conversation is happening elsewhere on informal channels, heavily impacting your online business reputation.  Birdeye lets you monitor customer comments the second they\u2019re posted on sites such as Twitter, YouTube, and Google. Keep pace with the nonstop stream of online conversations so you can chime in when necessary.  Real-time social listening strengthens your brand reputation and gives you the ability to solve problems quickly and thoroughly.  Social listening - social media monitoring tools\",\n  \"thumbnailUrl\": \"https:\/\/i.ytimg.com\/vi\/bJZ-YsJhGm4\/default.jpg\",\n  \"uploadDate\": \"2016-12-06T23:55:21Z\",\n  \"duration\": \"PT1M39S\",\n  \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/bJZ-YsJhGm4\",\n  \"interactionCount\": \"3972\"\n}<\/script>\n\n\n\n<p>A tool like Birdeye\u2019s Social Publishing is a great way to stay on top of social shares. With Social Publishing, you can post to multiple social channels at once, and schedule posts in advance for automatic future publication. This way you can easily maintain a consistent social presence, increase engagement, and grow your following.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-can-social-media-customer-service-boost-customer-acquisition\">How can social media customer service boost customer acquisition?<\/h2>\n\n\n\n<p>Great social media customer service doesn\u2019t just lead to higher retention and increased CLV, it also provides powerful marketing content: by handling customer complaints promptly and thoroughly, you can use issue resolution to promote your brand. The best part is, you don\u2019t have to do any extra work. Customers become your brand advocates, spreading positive <a href=\"https:\/\/birdeye.com\/blog\/referral-marketing\/\">word-of-mouth<\/a> across the web. Responding to customers and sharing relevant content increases post engagement, expanding your audience reach. With enough loyal customers, you have a whole community to back you up whenever a customer posts negative feedback about you on social media or review sites.<\/p>\n\n\n\n<p>You may also want to read&nbsp;<a href=\"https:\/\/birdeye.com\/blog\/social-listening\/\">What is social listening?<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-bottom-line-social-media-customer-service-is-worth-it\">The bottom line: social media customer service is worth it<\/h2>\n\n\n\n<p>It\u2019s safe to say social media customer service is worth investing in. Social media is an integral part of a strong customer service strategy, and successful customer service programs are on average responsible for a 5-10% revenue increase and cost reduction of 15-20% in 2-3 years (McKinsey).<\/p>\n\n\n\n<p>Great customer care leads to happy customers. The best marketing content does not come from the highest budget&#8211;it comes from the happiest customers. <a href=\"https:\/\/birdeye.com\/free-demo\/\">View a free demo<\/a> to see how Birdeye can help you measure and improve customer happiness.<\/p>\n\n\n\n\n\n<pre class=\"wp-block-code be-related-topics-hub\"><code>\n        <p>This blog post is part of our <a href=\"https:\/\/birdeye.com\/blog\/social-media-management\/\">Social Media Management<\/a> Guide <\/p>\n      <span style=\"background-color: initial;\">           <\/span>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-engagement\/\">How to use social media engagement for more leads<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-advertising\/\">The complete guide to navigating social media advertising<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-strategy\/\">Reinforce your brand value with a social media strategy<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-listening\/\">Social listening: Why it matters, how to get started, plus tips<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-manager\/\">Why your business needs a social media manager<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-metrics\/\">13 Social media metrics you should be tracking<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-analytics\/\">Social media analytics: Definition, types, and importance<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-reviews\/\">Social media reviews: What you need to know in 2023<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-contest\/\">9 Social media contest and giveaway ideas that work<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/decoding-social-media-algorithms-to-help-you-rank\/\">Decoding social media algorithms to help you rank<\/a><\/li><\/ul>\n<ul style=\"margin-bottom: 25px;\"><li><a href=\"https:\/\/birdeye.com\/blog\/social-media-for-business\/\">Top benefits and tips of social media for business<span style=\"background-color: initial;\">    <\/span><\/a><\/li><\/ul>\n\n<\/code><\/pre>\n","protected":false},"excerpt":{"rendered":"<p>Social media customer service &#8211; When you think about online marketing, you typically think about SEM, emails, or Facebook ads. What do these strategies all have in common? They\u2019re designed to grab attention, make a lasting impression, start conversations, increase brand awareness, and ultimately bring in more customers. However, when all your competitors are running [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":18499,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[10548],"tags":[],"class_list":["post-17104","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-media-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Social media customer service is online marketing I Birdeye<\/title>\n<meta name=\"description\" content=\"Social media customer service is about making a lasting impression and bringing in more customers. \u2713 Learn how you can do this easily.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/17104\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social media customer service is the new online marketing\" \/>\n<meta property=\"og:description\" content=\"Social media customer service is about making a lasting impression and bringing in more customers. \u2713 Learn how you can do this easily.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"#1 Agentic Marketing Platform for Multi-Location Brands\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/BirdeyeReviews\/\" \/>\n<meta property=\"article:published_time\" content=\"2017-08-29T17:50:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-29T20:36:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png\" \/>\n\t<meta property=\"og:image:width\" content=\"442\" \/>\n\t<meta property=\"og:image:height\" content=\"305\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Birdeye Staff Writer\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Birdeye_\" \/>\n<meta name=\"twitter:site\" content=\"@Birdeye_\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Birdeye Staff Writer\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/\"},\"author\":{\"name\":\"Birdeye Staff Writer\",\"@id\":\"https:\/\/birdeye.com\/blog\/#\/schema\/person\/ab941e653f98ae931ba03a4e36eeaedb\"},\"headline\":\"Social media customer service is the new online marketing\",\"datePublished\":\"2017-08-29T17:50:47+00:00\",\"dateModified\":\"2024-03-29T20:36:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/\"},\"wordCount\":1245,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/birdeye.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png\",\"articleSection\":[\"Social Media Management\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#respond\"]}],\"accessibilityFeature\":[\"tableOfContents\"]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/\",\"url\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/\",\"name\":\"Social media customer service is online marketing I Birdeye\",\"isPartOf\":{\"@id\":\"https:\/\/birdeye.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png\",\"datePublished\":\"2017-08-29T17:50:47+00:00\",\"dateModified\":\"2024-03-29T20:36:23+00:00\",\"description\":\"Social media customer service is about making a lasting impression and bringing in more customers. \u2713 Learn how you can do this easily.\",\"breadcrumb\":{\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage\",\"url\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png\",\"contentUrl\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png\",\"width\":442,\"height\":305,\"caption\":\"Social media customer service\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/birdeye.com\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Blog\",\"item\":\"https:\/\/birdeye.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Social Media Management\",\"item\":\"https:\/\/birdeye.com\/blog\/category\/social-media-management\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Social media customer service is the new online marketing\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/birdeye.com\/blog\/#website\",\"url\":\"https:\/\/birdeye.com\/blog\/\",\"name\":\"#1 Agentic Marketing Platform for Multi-Location Brands\",\"description\":\"Scale your enterprise marketing with Birdeye. Our Agentic AI allows multi-location brands to consolidate reputation tools and unlock massive team efficiency while AI handles execution across 100+ to 10,000+ locations. Watch our agents respond to reviews, publish social posts, engage leads via chat, and surface actionable insights\u2014autonomously, at scale.\",\"publisher\":{\"@id\":\"https:\/\/birdeye.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/birdeye.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/birdeye.com\/blog\/#organization\",\"name\":\"Birdeye\",\"url\":\"https:\/\/birdeye.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/birdeye.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/birdeyelogo_2016_dark.png\",\"contentUrl\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/birdeyelogo_2016_dark.png\",\"width\":376,\"height\":200,\"caption\":\"Birdeye\"},\"image\":{\"@id\":\"https:\/\/birdeye.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/BirdeyeReviews\/\",\"https:\/\/x.com\/Birdeye_\",\"https:\/\/www.instagram.com\/wearebirdeye\/\",\"https:\/\/www.linkedin.com\/company\/2837064\/\",\"https:\/\/www.youtube.com\/c\/birdeye\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/birdeye.com\/blog\/#\/schema\/person\/ab941e653f98ae931ba03a4e36eeaedb\",\"name\":\"Birdeye Staff Writer\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/birdeye.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/b02d4f734e2626458e163885fb0eefb2537d88d979a27d2551696e9d9d675f80?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/b02d4f734e2626458e163885fb0eefb2537d88d979a27d2551696e9d9d675f80?s=96&d=mm&r=g\",\"caption\":\"Birdeye Staff Writer\"},\"description\":\"Birdeye's Staff Writers are dedicated to delivering insightful content on reputation management, customer engagement, and digital marketing trends. They turn complex digital marketing concepts into digestible, actionable content and help businesses leverage Birdeye's all-in-one platform for growth and success.\",\"url\":\"https:\/\/birdeye.com\/blog\/author\/birdeye-staff-writer\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Social media customer service is online marketing I Birdeye","description":"Social media customer service is about making a lasting impression and bringing in more customers. \u2713 Learn how you can do this easily.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/17104\/","og_locale":"en_US","og_type":"article","og_title":"Social media customer service is the new online marketing","og_description":"Social media customer service is about making a lasting impression and bringing in more customers. \u2713 Learn how you can do this easily.","og_url":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/","og_site_name":"#1 Agentic Marketing Platform for Multi-Location Brands","article_publisher":"https:\/\/www.facebook.com\/BirdeyeReviews\/","article_published_time":"2017-08-29T17:50:47+00:00","article_modified_time":"2024-03-29T20:36:23+00:00","og_image":[{"width":442,"height":305,"url":"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png","type":"image\/png"}],"author":"Birdeye Staff Writer","twitter_card":"summary_large_image","twitter_creator":"@Birdeye_","twitter_site":"@Birdeye_","twitter_misc":{"Written by":"Birdeye Staff Writer","Est. reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#article","isPartOf":{"@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/"},"author":{"name":"Birdeye Staff Writer","@id":"https:\/\/birdeye.com\/blog\/#\/schema\/person\/ab941e653f98ae931ba03a4e36eeaedb"},"headline":"Social media customer service is the new online marketing","datePublished":"2017-08-29T17:50:47+00:00","dateModified":"2024-03-29T20:36:23+00:00","mainEntityOfPage":{"@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/"},"wordCount":1245,"commentCount":0,"publisher":{"@id":"https:\/\/birdeye.com\/blog\/#organization"},"image":{"@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage"},"thumbnailUrl":"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png","articleSection":["Social Media Management"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/birdeye.com\/blog\/social-media-customer-service\/#respond"]}],"accessibilityFeature":["tableOfContents"]},{"@type":"WebPage","@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/","url":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/","name":"Social media customer service is online marketing I Birdeye","isPartOf":{"@id":"https:\/\/birdeye.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage"},"image":{"@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage"},"thumbnailUrl":"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png","datePublished":"2017-08-29T17:50:47+00:00","dateModified":"2024-03-29T20:36:23+00:00","description":"Social media customer service is about making a lasting impression and bringing in more customers. \u2713 Learn how you can do this easily.","breadcrumb":{"@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/birdeye.com\/blog\/social-media-customer-service\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#primaryimage","url":"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png","contentUrl":"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2017\/12\/integrate-social-media-with-your-lead-tracking.png","width":442,"height":305,"caption":"Social media customer service"},{"@type":"BreadcrumbList","@id":"https:\/\/birdeye.com\/blog\/social-media-customer-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/birdeye.com"},{"@type":"ListItem","position":2,"name":"Blog","item":"https:\/\/birdeye.com\/blog\/"},{"@type":"ListItem","position":3,"name":"Social Media Management","item":"https:\/\/birdeye.com\/blog\/category\/social-media-management\/"},{"@type":"ListItem","position":4,"name":"Social media customer service is the new online marketing"}]},{"@type":"WebSite","@id":"https:\/\/birdeye.com\/blog\/#website","url":"https:\/\/birdeye.com\/blog\/","name":"#1 Agentic Marketing Platform for Multi-Location Brands","description":"Scale your enterprise marketing with Birdeye. Our Agentic AI allows multi-location brands to consolidate reputation tools and unlock massive team efficiency while AI handles execution across 100+ to 10,000+ locations. Watch our agents respond to reviews, publish social posts, engage leads via chat, and surface actionable insights\u2014autonomously, at scale.","publisher":{"@id":"https:\/\/birdeye.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/birdeye.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/birdeye.com\/blog\/#organization","name":"Birdeye","url":"https:\/\/birdeye.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/birdeye.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/birdeyelogo_2016_dark.png","contentUrl":"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/birdeyelogo_2016_dark.png","width":376,"height":200,"caption":"Birdeye"},"image":{"@id":"https:\/\/birdeye.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/BirdeyeReviews\/","https:\/\/x.com\/Birdeye_","https:\/\/www.instagram.com\/wearebirdeye\/","https:\/\/www.linkedin.com\/company\/2837064\/","https:\/\/www.youtube.com\/c\/birdeye"]},{"@type":"Person","@id":"https:\/\/birdeye.com\/blog\/#\/schema\/person\/ab941e653f98ae931ba03a4e36eeaedb","name":"Birdeye Staff Writer","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/birdeye.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/b02d4f734e2626458e163885fb0eefb2537d88d979a27d2551696e9d9d675f80?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/b02d4f734e2626458e163885fb0eefb2537d88d979a27d2551696e9d9d675f80?s=96&d=mm&r=g","caption":"Birdeye Staff Writer"},"description":"Birdeye's Staff Writers are dedicated to delivering insightful content on reputation management, customer engagement, and digital marketing trends. They turn complex digital marketing concepts into digestible, actionable content and help businesses leverage Birdeye's all-in-one platform for growth and success.","url":"https:\/\/birdeye.com\/blog\/author\/birdeye-staff-writer\/"}]}},"_links":{"self":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/17104","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/users\/92"}],"replies":[{"embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/comments?post=17104"}],"version-history":[{"count":23,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/17104\/revisions"}],"predecessor-version":[{"id":53250,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/17104\/revisions\/53250"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/media\/18499"}],"wp:attachment":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/media?parent=17104"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/categories?post=17104"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/tags?post=17104"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}