Customer services using social media to meet the needs of customers has been a growing trend for some time. But many organisations are still to crack that nut.
by GUEST EDITOR Nicky Speed
Social media tools offer far greater customer insight than we could've imagined even a couple of years ago. We can respond to posts about services, thank customers with immediate replies and give them useful info about the other great things we do. We can even scour sector hashtags for possible issues.
In short, social media is quickly changing what's expected in today's customer service world.
So why are so many organisations still scared to hand over the reins to their customer service teams to operate social media channels?