The number of active social media users as of January 2024 reached 5.03 billion, accounting for 62% of the global population and growing consistently Year Over Year (YoY). One of the main reasons for this growth is the ability of social media platforms to foster inter-networking and to offer intuitive means for consumers to assert their impressions on business brands. In addition, this growth has been fuelled by various factors such as advances in smart phone technology, high-speed networks, cloud, and in recent times Artificial Intelligence (AI) proliferation. Given the impact such expressions can have on business brands at scale, it has become imperative for enterprises to monitor and analyse social media posts proactively and establish direct connects with consumers. Such connects could be in the form of marketing campaigns to boost sales, as well as analyse consumer trend and brand perception through social media analytics. Across the spectrum, consumers today expect instant responses to enquiries and resolutions to their issues, and given the collaborative nature of social media platforms, enterprises now need to incorporate strategies for social customer service, given the impact they can have on brands, in addition to contemporary channels such as Interactive Voice Response (IVR) systems and digital (email/chat) to improve overall Customer Experience (CX). The onset of Generative AI promises to render engaging and personalized experiences with interactive content, based on context and user behavioural analysis. This study aims to explore the key factors impacting the adoption of social media management tools for improving customer experience. By way of a systematic literature review on existing literature encompassing trends in social media channels in the wake of digitalization, corresponding impact on consumer behaviours and current customer service frameworks employed by enterprises, this study highlights the need for social customer service, an emerging topic, to become mainstream. Additionally, through gap analysis, the study postulates key factors that impact social customer service strategies, presented in the form of a conceptual framework. These factors include usability, response modalities, channel blending, technology framework and corporate governance. While the conceptual model needs to be validated empirically, the paper contributes by providing constructive insights to enterprises on factors to consider for adopting social media channels for customer service management, and improve overall brand equity.