In your opinion, how should a business use social media as a tool for customer service? I think the best way to use social media for customer service is by responding consistently to customer queries and complaints, and trying to do it as promptly as possible. If businesses simply advertise and share posts, but don’t care to respond to customer’s posts on their handles, it can really annoy the customers and work negatively for the business. Non-response can also create a feeling of distrust which defeats the purpose of nurturing a social media presence altogether.w