Social media is becoming a critical channel for customer service, with users expecting fast responses and public resolutions. Companies that fail to engage effectively risk damaging their reputations, while those that respond promptly can boost customer loyalty. Best practices for success include developing platform-specific strategies, ensuring rapid response times (ideally within 15 minutes), and using AI tools to filter and prioritize customer posts. Combined marketing and customer service teams can improve communication consistency and accountability, leading to better outcomes.

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