Customers often first make their customer service requests through social media. The problem is that either the response times are long, or they don’t get the customer service experience they’re looking for. Engagor suggests creating a customer engagement team.
As brands have grown into national or multinational businesses, customer service has become less personal. Engagor points out that social media can make interaction personal again, but brands aren’t capitalizing on this.
Fifty percent of consumers make social media contact rather than calling customer service.