Remember the days when you had to call the customer service department, waiting on the phone for 2 hours and then received no help from the customer service representative? Those days are disappearing fast and are almost entirely due to the help desk for social revolution, facilitating the process of satisfied customers constantly when your questions are answered. The customer service practices clearly have to adapt.
One of the premises of Social Media is: Everything is worth sharing! How Twitter, Facebook, LinkedIn and other social media platforms become more popular, customers are taking matters publicly about their problems with the companies. The fans like to get the inside scoop on your business, product or service. Give it to them! Users are becoming more selective about the brands that they connect with.
Create within the virtual environment practices to respond to tickets, one of the tips is to create a twitter #hashtags on an issue. Along with the short links directed to an explanatory page. Another practice is to create an album on facebook with humorous images and syntheses of small resolutions of FAQs. Also insert a link to a page explaining more.
Always open space for dialogue between service users and product. It is good practice and two-way street, help the client and helps improve your own service.