Browse the Glossary:
Social media support is an asynchronous communication channel (where the customer and the teammate do not both need to be present at the same time to engage in a conversation) to resolve ad hoc customer questions, challenges and concerns relating to a product or service.
In modern business – and especially with Millennials and younger Generation Xers – social media support is increasingly a vital service offering, as these groups view often view it as more convenient than phone support, although not as timely.
Facebook currently has 1.5 billion active monthly users; Twitter has 316 million active monthly users. Social media support proactively addresses the support requirements of these important users and the businesses that utilize social.
TaskUs helps clients to provide 24/7 support and to manage important posts from such channels – and from end users that expect responses within minutes!