Nowadays, social media is being consumed by millions of people every day. Since the rise of social media, businesses have taken advantage of the multiple platforms for their own benefit. The three most important keys for using social media in business communication are customer engagement, reputation management, and customer service/support.
Customer engagement is important for businesses because it shows interest in the company page and social media algorithms promote posts with higher engagement percentages. Engagement can lead to a post going viral or trending which can allure new customers to the business.
Reputation management is also important for business communication because if a company has a bad reputation, people are not likely to give them their business. If there is a crisis and media outlets pick up the story, it is important to offer an apology and respond swiftly to avoid further humiliation.
Customer service/support is necessary for business communication. Many companies are able to be rated and reviewed by anyone on the internet. Bad experiences and reviews can negatively impact a business so responding to those reviews and offering solutions to some problems can help. If there are any questions raised, there should be a social media team dedicated to responding and helping customers.
Michael Quang 
Reputation management is a great use of a social media platform. It gives the company an immediate avenue for responding to customers, and for demonstrating their customer service to other. In fact, the entire thing is a performative act. Demonstrating to an audience the way that your company solves problems and handles issues is as much P.R. as it is fixing customers complaints.
LikeLike