Customer service via social media: Legal challenges and data protection regulations

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When we talk about customer service via social media, we come across a topic that is essential for companies, as all companies seek to have direct communication with their customers. However, adopting this practice means that companies must take certain legal provisions into account, so that they are fully in compliance with the regulations that deal with the matter, such as the General Data Protection Law (LGPD) in Brazil and the General Data Protection Regulation (GDPR) in the European Union.

1. Legal implications:
The use of social networks such as Facebook or even Instagram for customer service requires companies that use these means of communication to pay attention to certain legal provisions, such as, for example, what will be the destination estonia phone number library of data collected from customers, what security measures will be adopted, among other measures that the general data protection law states that companies must take care of.

In addition to the precautions regarding the storage and use of the collected data, the aforementioned law also provides that at times it will be necessary to collect consent from the data subjects, depending on the legal basis used . If this consent form is not properly collected, such conduct may result in a penalty for the company.


a) Shared responsibility: When we talk about the use of social media platforms, we also come across the fact that the companies that maintain these social networks are also responsible for the processing of the data collected, thus raising questions about the real division of responsibility between the company that actually collected the data and the platform that somehow had access to this information, since both have legal obligations.

b) Secure data storage: When we talk about the online environment, we are also talking about an environment that is constantly vulnerable to cyber attacks and data leaks. For this reason, when companies that collect customer data use these digital means to circulate information, they must adopt security measures to protect the information, such as encryption and restricted access policies.