How to use social media as a tool for improved customer service
Consumers are increasingly turning to social media when they have become frustrated with the slow pace of traditional customer service channels to resolve issues.
The problem with traditional channels is that they are typically funnelled through call centres, where agents are not always empowered to solve customer problems. This can result in significant consumer frustration. Some frustrated customers turn to social media channels to vent their frustration, believing not only that these channels provide them with more leverage with companies or brands but that their complaints are likely to be resolved more quickly...
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