Many small businesses view social media as strictly marketing. It’s also a great medium for customer service. In this article Ana Gotter reviews several tools, including Rignite, Sparkcentral and Social Studio, to monitor what customers are saying and offer them the help they need. You can flag problems that need to be resolved, address customer issues, search for and monitor mentions of your brand/products, get an incredible overview of what customers are saying to and about you, and ensure that nothing slips through the cracks.