How do you use social media as a tool for customer care & technical support?

In my current organization (A retail store), we have a Facebook page where customers write to us asking for availability of products or if they have any issues with them. The facebook messaging system for Pages, allows you to prepare templates for standard responses much like other customer support tools like Zendesk. This way, we get to interact and reply with customers quickly and efficiently without having to compromise on quality. Also even if we have a large volume of requests, it takes but a little time to reply to all the requests using message templates.

I can share my professional experience to answer the question. In my last job we were using an online software that groups all our company channels in one platform to easily get in touch with our customers Handling their requests and complaints and respond to external customers for other inquiries and also we can determine customers engaged and rsponse time. We were making priority for customers engaged to social media and alao were able to determine in which atea customers are focusing.