From Posts to People: The Role of Social Media in Customer Experience

When we talk about the digital world, what’s the first thing that comes to mind? Whether you’re Gen Z or not, you probably think of social media.

These channels are already part of our daily lives and increasingly part of business routines. After all, digital has brought closeness and active listening, making it easier to connect with customers—but also bringing new challenges.

My name is Gustavo Barbosa, and I handle the content strategy for Dialogi AI, and today we’re going to discuss the impact of social media on customer service.

It’s important to remember that social media is not just a storefront for products. Here, the goal isn’t just to sell, but to connect. The rules in digital are different: companies can truly interact, listen, and understand their customers. Businesses that treat social like offline channels risk missing out on a major opportunity.

Why is the impact of social media so significant?

Each platform has its purpose:

Visual and perfect for storytelling. Here, people want to be inspired and get to know a brand’s personality.

Focused on professional engagement, ideal for industry discussions and in-depth content.

Great for building communities and fostering customer loyalty with well-targeted support and ads.

For fast and direct contact, perfect for questions and real-time support.

With these differences, businesses need to adapt their strategies and use creativity to make customer service more engaging and relevant. What works on Instagram may not have the same impact on LinkedIn. So, creating platform-specific content is essential.

Creativity and Management

A creative approach helps capture customers’ attention. Each platform has a unique tone and style, so it’s important to tailor content accordingly. Additionally, we live in an age of immediacy: customers want fast, personalized responses. When a business makes support accessible through social media, it feels both practical and trustworthy.

No One Does It Alone

As I was once told, no person is an island. In digital, having the right support makes all the difference. That’s where Dialogi AI comes in.

Dialogi is an omnichannel platform that centralizes all support channels in one interface. With it, your team can respond quickly and personally, using customer history to create a truly close and satisfying experience.

In summary: harness the power of social media to transform customer relationships, and make customer service a real differentiator for your brand!

FAQ

Social media offers a direct, personalized connection with customers. Each platform allows businesses to engage and understand their audience, creating unique opportunities for building relationships.

Each platform serves a different purpose and audience. Instagram is visual and story-driven, while LinkedIn focuses on professional engagement. Tailoring content for each one ensures relevance and impact.

Dialogi AI centralizes all support channels into one interface, enabling teams to respond quickly and personalized, using customer history to enhance interactions.