Top 5 Ways Customers Want to Interact With Your Business on Social Media

Top 5 Ways Customers Want to Interact With Your Business on Social Media
The majority of consumers want to communicate with businesses and many of them want to do it over social media. Here’s how customers and businesses are interacting on social platforms.
by Mackenzie Born Dec 15, 2023 — 3 min read
Top 5 Ways Customers Want to Interact With Your Business on Social Media

Communication and interaction with customers is changing. Not only do an overwhelming majority of customers actually want to hear from the businesses they frequent, but many of them want these interactions to take place on new channels. 

Since social platforms are a valuable way for businesses to create authentic connections and build trust with customers, it’s worth knowing exactly how to engage with customers on these platforms. 

Here are the top five ways consumers interact with businesses on social media profiles.

1. Community building and trend tracking

The core of social platforms is communication and information gathering. According to Afterpay data, Gen Z, in particular, relies on social channels to socialise, build identity and follow and influence trends. 

This holds when it comes to consumers at large interacting with businesses on social media channels. Square found that 32% of consumers are using social profiles to follow a business and 24% are liking or commenting on business pages and posts. Another 21% are keeping tabs on trends by watching when a brand they follow does a livestream. 

Since social media platforms are where early-stage communication and interaction between customers and businesses take place, having a social selling strategy can help build meaningful relationships and long-term loyalty with customers. 

2. Two-way communication

One of the biggest advantages for consumers using social media is the quick, two-way communication channels that social media platforms offer. According to Sprout Social, the volume of customers who prefer using social media channels for customer service jumped 110% from 2020 to 2021. 

Square found that 24% of consumers sent businesses a DM on social media platforms in the last 12 months. When done right, businesses can deliver a high-touch, customer service experience using social media, whether that’s by quickly responding to posts, answering customer questions via DM or directly responding to frequently asked questions on their social channels.

3. Feedback and reviews

Consumers trust feedback, testimonials and customer reviews from people who’ve purchased or tried a product or experience. A BrightLocal survey reports that 46% of consumers trust reviews as much as personal recommendations from friends and family, and Square found that 22% of consumers wrote a review on a business’s social media profile in the last 12 months.

If your business is present on social media channels, showcasing your feedback and reviews, and allowing customers to leave their reviews is essential. After a customer makes a purchase, follow up with them and ask them to leave a review. Use the communication channel that makes the most sense – if they purchased a product on social media, ask them to leave a review via DM.

4. Deals and promotions

The majority of consumers used a coupon for shopping. Square found that when it comes to promotions across social media channels, 20% of consumers participated in a giveaway or contest and 20% used a promotion code they saw on a social media post. 

When asked why they didn’t shop with a brand over the past 12 months, Gen Z, Millennials, Gen X and older reported that a top reason was that no discount or sale was available. Given that consumers are browsing, discovering and purchasing across social media channels, offering deals, digital coupons and promotions is a way to entice new customers to try your brand and keep loyal customers coming back. 

Offering unique, one-time promotion codes across social media channels can help your brand stand out. With Square Marketing, you can generate single-use codes to share across social platforms, on websites and in person.

5. Social media commerce 

Social media commerce is growing: the number of retailers selling goods directly through social media channels in 2022 increased 10% year over year from 2021. Square found that consumers bought an average of four products from social channels in a month. 

As consumers spend more time scrolling through products and brands on their phones and younger generations like shopping directly through social media in particular, having a social commerce strategy in place is key to expanding sales and reaching customers where they’re already spending their time. 

With Square, businesses can sync their eCommerce stores to social media platforms to reach new customers and make sales. Customers can browse all your items at once without leaving the app and you can accept, manage and track all social sales and orders from your Square Online site.

This article is for informational purposes only and does not constitute professional advice. For specific advice applicable to your business, please contact a professional.


Mackenzie Born
Mackenzie Born is an editor at Square covering all things commerce, from starting and running a business to leveraging technology that helps it grow.


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