With the Internet evolution and the increase of users in social networks, a new channel of customer service arises, the Social Customer Service. With this new channel available, companies begin to seek a way to offer a quality service, demanding that market need. This need gives origin a multichannel platforms, or service solutions for digital channels. This study looked at the exploratory nature a multichannel platforms and their contributions to the Social Customer Service, focusing on social networks: Facebook and Twitter. Because of the few academic and professional contributions over the subject matter, this study is relevant to the field of marketing in the professional and academic markets. For theorizing the subject, authors like Roberto Madruga, Raquel Recuero and Ronald Swift were addressed. At the end of the exploratory study, obtains results about an individual characteristics of each platform, type common requests sent through social networks, integration of the platform with other departments and the need to use these tools to skilled management of the service department were obtained.