Talking Twitter: Customer service through social media

For the modern brand online, dealing with customers face-to-face isn’t an issue – but the fervour that people voice over the phone isn’t as drastic as the vehemence of ornery online consumers.

Social media engenders a sense of freedom and often entitlement, leading to outlandish statements from users who are disgruntled by brands. You can try to placate them, reason with them or ignore them entirely, but some social media teams choose to riposte with scathing or witty comments.

Brands often...

By Tim Hawes, 29 November 2013, 0 comments. Categories: Automation, Campaigns, Social Media Marketing.