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As more customers go to social networks with their complaints, it’s important for businesses to be aware of the challenges that come with social customer service. An infographic from Ohio University highlights the most common scenarios encountered by businesses online.
The first, and most urgent situation for a business, is a customer posting a negative review. Nearly 9 out of 10 users read reviews to assess local businesses, and 70 percent of customers say a company’s response to a review can change their view of a company.