Customer service is dead - long live 'social customer service'!
Thanks to the likes of Twitter and Facebook, the days when businesses could get away with dismissing customer complaints are gone.
Nowadays, consumers want an instant, two-way conversation carried out 'in real time', rather than a delayed, wordy, 'company speak' response.
Once companies - or even not-for-profit organisations - get over the shock of having to defend themselves (in some cases, daily) against harsh criticism in the full glare of the 'cyber spotlight', they'll probably find that the benefits of social customer service are worth the inconvenience.
Customer Service in The Cloud's guide below, will help you understand the potential impact of social customer service on your business.
Thoughts on customer service, communication and, of course, reputation management.