Your Customer Service pages need to clearly display the customer service phone number and email address.

If you are planning to provide long, detailed answers and step by step troubleshooting, you should focus on facebook. Facebook helps to facilitate detailed conversations. More than one person can see the question and answer. It allows for one on one troubleshooting and allows more conversation than simply a question and an answer format. It also enables other customers to jump in to a conversation and ask their own questions or provide their own thoughts. It also enables customers to answer questions before you get a chance to – which, depending on your brand and objectives, can either be a good thing or a bad thing. Over at Lightspeed, we do not mind other customers jumping in on technical support questions – users enjoy sharing their knowledge to other customers.

If you are planning to provide short responses, or mainly links (IE, “To learn how to service your item, please view this link in our technical support site), Twitter is the platform to use. If you also want to answer questions specific to a user and do not want to create a group conversation based on an individual user’s question, Twitter is the platform you should be focusing on.

For content, your brand should be posting articles relevant to the industry, “quick tips”, links to specific items in your technical support or knowledge centers and other content centered around your product and sharing knowledge.