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Social Listening in Practice: Customer Service

This guide is an overview of social customer service, and provides:

  • Examples of best practices
  • Strategic considerations for brands who are looking to review their customer service approach

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Good customer service makes good business sense.

Many organizations are saving significant sums of money as a result of aligning their contact and customer service centers with digital and social channels – in fact, in 2013, the IPA quoted British Telecoms as saving £2m a year by adopting a more social-media based approach to customer service.

But these benefits come with risks. How can you ensure you’re getting it right on social?


Falcon.io is now part of Brandwatch.
You're in the right place!

Existing customer?Log in to access your existing Falcon products and data via the login menu on the top right of the page.New customer?You'll find the former Falcon products under 'Social Media Management' if you go to 'Our Suite' in the navigation.

Paladin is now Influence.
You're in the right place!

Brandwatch acquired Paladin in March 2022. It's now called Influence, which is part of Brandwatch's Social Media Management solution.Want to access your Paladin account?Use the login menu at the top right corner.