Overview

The only platform built for full-funnel engagement. From referral to retention, Ambassador helps brands grow through programs that activate, automate, and scale customer relationships.

Solutions

Launch referral, affiliate, and loyalty initiatives with built-in workflows and automation.

Create personalized, goal-oriented journeys across acquisition, retention, and advocacy.

Deliver timely, personalized messages —natively integrated and intelligently automated.

Your AI engine for smarter engagement, feedback, and growth.

Trigger personalized gift cards, loyalty perks, and payouts—seamlessly delivered through customizable reward flows.

Capture clicks, actions, and milestones across every channel and turn them into moments that drive measurable outcomes.

Vaults, ledgers, and audit-ready systems ensure every engagement is secure, trackable, and aligned to business goals.

Channels

Coordinate every message—across email, SMS, WhatsApp, and more—so your channels work as one system, not siloed tools.

A lot of the attention surrounding the provision of customer service via social media tends to focus on B2C brands: How can I resolve shipping issues? Can I book tickets online? Et cetera. However, B2B customers are people too. Despite a longer and more complex lead-to-sale time, they also expect a strong customer service infrastructure from B2B brands.

So going back to the original question—Is social media customer service relevant for B2B brands?—the answer is yes, very much. And here are two reasons why B2B brands need to invest in social customer service now, as well as some advice for how to do it right.

1. Positive Customer Service Equals Positive Word of Mouth

In 2012, American Express reported that 47 percent of customers share information about their service experience with a wider audience; 48 percent will praise a company for providing great service; and 46 percent will vent their frustrations about poor service.

These numbers are too big to ignore, especially for B2B brands that rely on a low customer acquisition cost and churn rate—two things that are directly correlated to positive referrals. Customers do talk about your brand online; make sure you’re there to answer the call.

What can I do?

2. Customers Expect Customer Service Via Social Media

According to The Social Habit, 32 percent of customers who contact a company’s customer support department through social media channels expect a response within 30 minutes; 42 percent expect a response within 60 minutes.

If this expectation seems unreasonable, then you’re missing the point of effective social media marketing. It’s not just about the products your brand sells, but how effectively you can show value to potential leads. A strong lead-nurturing process more or less requires a customer support infrastructure.

What can I do?

The social landscape is evolving in tandem with your ability to serve customers across multiple channels. Social media is no longer a clever marketing gimmick; it’s a necessary component of any brand’s customer service strategy—including B2B.

How are you using social media for customer service?

Image Courtesy of Google