2. Automate as much as possible—humanize it

[fomayof928@mowline]

Screenshot of comments on one of Chewy's Facebook posts. The review included a photo of the cat sitting on top of a box with copy that read "I just ordered treats from Chewy. Not only did she not realize she was sitting on her Christmas present. She had no idea these were treats." Chewy responded to a comment saying "Classic Cats!" This is a prime example of responding to actively engaged comments and questions.

Greater demand for personalized, frequent responses means more time for already germany b2b leads stretched teams. Enter artificial intelligence and automation.

For example, by 2024, 54% of marketers plan to expand social customer service using customer self-service tools and resources such as chatbots, FAQs and other forms. They also want to use recommendations from AI replication tools, such as ChatGPT or Sprout Social’s AI Assist, as a starting point for generating real-time responses to customer questions and FAQs within self-service tools.

Just always edit to be human and stay on-brand—you don’t want to lose the trust of consumers who are already wary of brands speaking to them through AI.

Screenshot of AI accessibility in Sprout. Here, this AI tool is used to fine-tune customer service responses on social media.
3. Review your social customer service approach
As more and more people turn to social media for their customer support needs, it's critical to prioritize social media customer service. 76% of consumers value how quickly a brand responds to their needs. Rethink how you approach social customer service and whether you make it a priority.

The Index also found that 58% of social and marketing teams will share social customer care in 2024, or have customer service assist marketing. If you're not already collaborating between these teams, start now. Think: Separate social monitoring, or co-create FAQs, canned replies, and bot copy.