Social customer service is no longer avoidable.
Customers are airing brands’ dirty laundry, complaining and giving kudos on social networks, expecting a timely and personal response in return.
Not only do brands need to have a social media customer service plan in place, the response needs to include a modern, personal touch, not your typical copy and paste “we apologize that your experience was not satisfactory, please [insert more formal language here].”
I bet you didn't know that 81% of Twitter users expect a same-day response to questions and complaints posted at the newsfeed, according to Oracle.*
4 Actions for Stellar Social Customer Service
Monitoring social networks and mentions scratches the surface of...