Which is a better social media tool for customer service: Facebook or Twitter?

Dear! It depends where do you live and what it is common in your Area. If I'm in UAE, I would use Facebook and it's a great tool for advertisement as you are able to boost and have a detail idea about your business. Instagram and snap chat is a great tool as well .

Anyway All socail media are important and each one has a different tools that can help promote a business.

One of the first challenges to providing great customer service over social media is determining where to focus time and resources. While marketing efforts may drive traffic to targeted social sites, customer service teams must meet their customers where they're already socializing. For most companies, Facebook and Twitter will be the primary focus for social care, but some brands may find that their customers also frequent Google+, LinkedIn, Pinterest, Instagram, or other social sites.

The central difference between Twitter and Facebook for customer service is that customers can't post a message on a brand's Twitter profile, which is the most basic element of the Facebook experience. On Facebook, simply mentioning a brand won't ensure that the brand gets the message, which is one of the most useful characteristics of Twitter.

Customer conversations on Facebook tend to be diverse but unified. All the posts on a particular thread are visible together, fostering a sense of community in real-time. And, since there is no limit to the length of a post or the media included, questions and complaints can get very long and involved.

Twitter's condensed format makes it useful for instant communication with customers, and they've also recently done away with character limits on direct messages, paving the way for more in-depth conversations. While Twitter threads certainly can take on a life of their own, they tend to feel less centralized than those on Facebook.

So far, so simple. Facebook and Twitter are both good channels for social customer care, and they seem to be adding new customer-based functionalities every quarter. But that doesn't exactly help you choose one over the other. To do that, it's helpful to clarify your customer care needs. You can start by answering three simple questions:

1. Where are your customers asking for help?

Ultimately, it doesn't matter whether other brands prefer Twitter or Facebook. The reality of your customers should always take precedence over strategy. If you have to choose between Facebook and Twitter for social customer service, you should choose the channel your customers use more frequently. Contact your customers on their terms and once you've done that, stay focused on the channel they prefer.

2. What are your social media strengths?

Playing to your strengths is never a bad idea. If you've got a team of top tweeters, don't make them use a channel they're not as comfortable with (unless most of your customers are using a different channel, in which case, consult number 1. above.) Each channel has its own style, even its own language -- a Facebook post is really a different genre from a tweet -- and you should take into account both the talents of your team and the needs of your customers.

3. What are your goals?

Before you even begin engaging with customers on social media, you should decide what you're there for. We know, it sounds like a no-brainer; you're there to keep your customers happy. But there are different levels of social customer care. Are you planning to simply respond when your customers voice questions or complaints? If so, Facebook might be enough. But if you're planning to go out of your way to enrich your customers' lives, it's easier to get in touch with new people on Twitter. In any case, your end game should help determine your channels.

Whether you use Twitter or Facebook for social customer care is a choice that needs to be tailored to your brand, your customers, and your social media goals. In the big picture, a social media strategy that engages all digital channels -- not just Twitter and Facebook but live chat, LinkedIn and more -- is the best plan.

With about 1.65 billion monthly active users, Facebook is one of the most popular platforms, not only for personal use but business as well.

First of all, Digital marketing is not defined by any boundaries. The boundaries are set by the individual who markets his products and services and is entirely governed by the nature of the same. Twitter or Facebook doesn't matter, as long as the targeted audience is self described by the publisher or merchant based on preferences. Each social media has its' own pros and cons. To the large extent that have subscribed to facebook's usage as better, may I mention that probability of genuine customer service services takes a beating due to the high volume of the not so well defined customer base and credibility of such an ever increasing user base by the day. It is well worth noting that a simple character response on Twitter to any customer can be a highly pleasing response to any customer's grievance. A 'truthful and genuine' response is more important than the 'medium' for any customer today!!   

It's Facebook, the clear winner in this domain. Reason is the size and momentum.

Big companies who can afford multichannels for microblogging, can have many more to be present at various platforms. 

But it's convinient for the company and the consumer both to interact at one point and not multi channels. 

Both of these social media platforms are best for customer service in terms of digital marketing. They have resemblance and are both effective nowadays. They have differences in terms but I believe they can genarate leads for an outcome of sales to the company.

Facebook and Twitter are considered useful avenues for servicing and reaching out to customers. Facebook, however, can reach to a wider market because of the growing number of users internationally. Most people sign in on Facebook to check out what an enterprise offers, to fully voice out their concerns without being restricted with limited characters, and to provide suggestions on how to improve products and services. 

Customer service involves as stated in its description, engagement and interaction with your customer. Any product or company looking to interact with their target audience, leads, and/or current loyal customers via social media tools, would want to consider what is the target audience group and how are they determining to expand their product/service to new leads. Who are your current customers and how they look to engage with you when needing further service?

If you are looking for a more intimate approach, where you can "hear your customer out", respond to questions, receive their feeback and appreciate their business by making it more "personal", Facebook has a certainly a wider possibility for interaction. Being Twitter straigh to the point, concise and effectively viral it would work fantastic for your leads and more general communications.

If Twitter seems more accurate and professional, Facebook is still a more effective community gathering tool for business , it is a place of interactivity par excellence that provides the ability to advise and share in real time.

I believe that Facebook still holds the majority of consumers. being still the frontrunner when it comes to social media, it is by far the most effective means of communication in the whole web-world. As based on statistics the number of Twitter followers is only but a third of what FB has.

As per my opinion - Twitter is better.