At the recent Social CRM 2011 event in London, MyCustomer.com spoke with Esteban Kolsky, founder of ThinkJar. Here he discusses the common misconceptions surrounding customer service over social media, the ongoing search to find service's role within the social environment, and social knowledge management's significance to the next customer service revolution.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.