How can companies make better use of social media for customer support?

Companies can maintain customer support department to answer customer doubts and problems in social networking websites like Twitter and Facebook. Answers to customers should be quick and within few hours of posting. We can implement softwares that can be synchronized with Facebook, to manage private messages and posts, and to keep track of customer service questions & problems and also to serve requests. Some of these softwares are Sales Force Desk, Happy Fox etc. One can use the Facebook page to spread the problems associated with that particular product and other product issues. Social space provides a platform to make people aware of the product defects. It will demonstrate the business house's willingness to take responsibility for mistakes making fans aware of the present business scenario and maintaining transparency. Some brands often offer their fans monthly exclusive deals and some host frequent giveaways. To know about this aspect follow Jim Belosic (CEO of ShortStack)'s link: http://www.socialmediaexaminer.com/social-customer-service-facebook/ .