Part ThreeSocial Media and Customer Service
The Connection Between Social Media and Customer Service
It used to be that most customer contacts were made in person, on the phone, or by letter. Then e-mail became more popular and available. More recently, additional “channels” have been added to the mix, including social media platforms such as Twitter, Facebook, LinkedIn, company blogs, websites, and even YouTube (for video). Social media have one thing in common: a single person can communicate with many, and communication tends to be public.
This differs from the more traditional contact methods where customer service communication is less public. It remains to be seen whether social media has significant “staying power” as a means of communication ...
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