Generally, there are three primary methods of contact available when you want to get in touch with a customer service department. The first, and most popular, is phone contact. The second is email, and the third is social media. Over the past few years, people have begun to use this method more often, and there definitely is a right and wrong way to use social media as an outlet to contact customer service departments.
First and foremost, it is important to know what social media should and should not be used for. It should never be used to resolve any matter that deals with payment information, or any other private information for that matter. It should only be used for general questions, or to provide feedback. Many use it to complain, and it can be an effective way to get the attention of a company rep when other contact methods have failed. If your inquiry involves private information, skip past social media and opt for phone contact.
Before taking to social media to ask for help, make sure that someone is actually on the other end listening. Some businesses only use social media as a means of advertising their product or service, and do not actually offer any customer service help. Others do offer full assistance, but may ask that you send them a private message, or call them to provide more information about your inquiry. Note that the smaller the business, the less likely it is that they are able to offer full support via social media. Knowing in advance if help is available using this method will keep you from waiting for answers that will never come.
There are generally two options for getting help on Facebook, Twitter, and more. These are posting to the page, or sending a private message. There is no way to know which is more effective, as every company is different, but if you would rather not have your message be seen by anyone and everyone, a private message is the way to go. If your question could be answered by someone other than the customer service department, such as another customer, you may want to post it in the public view. This can be a good way to see if others are experiencing the same problem, such as a service outage.
Social media is best used for general questions, but can also be a good way to submit feedback and complaints. Keep security issues in mind, and opt for phone contact when your question or problem may call for you to reveal any private information. Aside from this one concern, there is no hard in using social media websites to learn more about products, services, and more.