Social, Marketing, Sales, Resources, Research - Your New Customer Experience Team [INFOGRAPHIC]

Customer support has changed.

Platforms such as Twitter and Facebook work two ways – they’re fantastic for brands to raise awareness of products and services, drive website footfall and boost sales, but they also give the customer a bigger voice, too.

And that’s how it needs to be. In the past the support experience for a customer was a very isolated affair. As far as they knew, they were the only person with their particular problem. Now, when something goes wrong with a product or service, or the brand suddenly has a startling case of foot-in-mouth, everybody is aware that there’s a problem.