2 06, 2014

Is It Good To Use Social Media For Customer Service?

2017-05-18T17:05:58-05:00June 2nd, 2014|

To fully understand the rise of social media and how it impacts customer service, one must factor in the fact that in 2010, approximately 25% of businesses used social media for customer service. By 2020, it is estimated that 90% of businesses will embrace social media customer service. Why are more businesses using social media customer service? Because that's what their customers want. In fact, 47% of social media [...]

8 05, 2014

The Dark Side Of Social Media For Customer Service

2017-05-18T17:05:58-05:00May 8th, 2014|

A growing number of consumers are actively using social media for customer service. As the use of social media for customer service trend continues to increase, businesses, brands, and consumers are discovering the dark side of social media customer service. One of the biggest threats to businesses, brands, and consumers trying to address and resolve customer service issues on social media is complaint theft. Other names for "complaint theft" [...]