Social Media is interactive, making it part marketing and part customer service. The marketing part of it comes from using social media tools to let the world know about you and your products, services, and events. It’s a great way to broadcast and share information similar to traditional advertising outlets. The interactive part is what makes it part customer service.
Any time you are interacting with your customers, and more specifically, any time your customers are interacting with you, you are providing customer service. Don’t make the mistake of not continuing the interaction. Don’t ignore the feedback and questions you get via social media as your customers will interpret that as you ignoring them and their input.