Customers are now using the social megaphone to warn organizations that they are not going to put up with bad service.
In response, some businesses have panicked and launched social initiatives that are not joined up with the rest of the business, creating yet another silo, which compounds the problem with its high visibility. On the other extreme, some businesses have their heads stuck in the sand, unwilling to respond.
This expert whitepaper from Esteban Kolsky, thinkJar principal, former Gartner analyst, and social media guru, provides seven steps to successful social customer service. It outlines how to create and integrate social initiatives on Facebook®, Twitter®, online communities, and blogs with traditional communication channels.
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