Social Media To Continue To Change Customer Service in 2012
In 2011 companies began changing their worldview about traditional customer service, and started looking to social media channels as a way to interact with customers.
Many companies smartened up and created profiles and channels dedicated strictly to answering customer service questions via social media.
Some industries have caught on quicker than others. The cable industry has charged head-first into using social media for customer service. I’ve had positive experiences with both Comcast Cable and Bright House Networks.
Airlines have taken to Twitter to answer questions that customers have, however a lot of the time customers are angry and demanding immediate action, which can be difficult to do with a company that size.
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