I often train businesses who say they don’t want their social media to become a customer service channel. Of course, you can restrict it in some ways. But you can’t stop it happening.
Social media is now where customers go to make enquiries to customers. It’s where they are. It’s easier for them than emailing or picking up the phone. And you can’t avoid that happening or stop it from happening.
As such, you need a plan in place for how you will respond to customer service enquiries through social media. And response is key. Ignoring will only result in disgruntled customers.
There are businesses that take this to a high level and have separate accounts dedicated to customer service. Often this works in the favour of the business. Their customers are happy as they’re getting a speedy response. They’re not sat on the phone waiting in line for hours.
How far you take this is up to you. But remember, whether you’re using social media or not, your customers are. Make it as easy as possible for them to be your customer!