Creating Effective Social Customer Service

Expected Duration
Lesson Objectives
Course Number
Expertise Level


Social media and mobile use are closely linked, which means customers are more likely to connect with businesses for customer service when it suits them. Customers prefer social media for contacting businesses because they can multi-task while waiting for a response. This gives customers more control over the communication channel, so businesses must have a plan to manage expectations and engage with customers on their terms and in the social media platforms they frequent.

In this course, you’ll learn about the importance of using social media for customer service, the changes brought about by social customer services, and how companies are adapting to this new way of addressing customer issues. You’ll also learn how changes in the behavior and expectations of customers have impacted customer service and become familiar with the advantages of social customer service for businesses, gaining an understanding of the importance of other digital tools to support your customers.

Finally, you’ll explore the challenges of social customer care and the strategic approaches that you can implement to improve customer service.

This course was developed in partnership with the Digital Marketing Institute. (

For those who are interested in pursuing a certification, please contact the Digital Marketing Institute directly via this website:

Expected Duration (hours)

Lesson Objectives

Creating Effective Social Customer Service

  • discover the key concepts covered in this course
  • identify examples of the changing behaviors and habits of customers when engaging with the customer service function in a business
  • recognize the changed expectations customers have when communicating with a business over social media
  • recognize best practices for effective social customer service that can increase the volume of successful service responses for a business
  • Identify the advantages of providing effective social customer service for business
  • recognize the different benefits of using live chat and chatbots to support customer service
  • recognize how social listening tools enable a business to anticipate and exceed customer service expectations
  • recognize common challenges facing effective use of social customer service
  • identify the advantages of social customer service that enable businesses to continually improve customer experience
  • Knowledge Check: Assessing Your Skills for Effective Social Customer Service
  • Course Number:

    Expertise Level