Social media gets a bad rap for undermining human interaction. With regard to nonprofits, critics worry that social media diminishes customer service because contact with donors and supporters is increasingly online. But this criticism is misguided and even unfair. In fact, social media can improve nonprofit customer service because it gives supporters another way to contact your nonprofit.
When used correctly, leading nonprofits nurture relationships with donors on social media. For example, if a supporter complains about your nonprofit on Facebook, and if your nonprofit is paying attention (as it should), you can respond swiftly and directly.
Read the following article for insight on how your nonprofit can use social media to improve customer service, and for an example of a major nonprofit that did just that.
Nonprofits and Social Media: Why Technology Isn’t Killing Customer Service [Windmill Networking]