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May 22 Posted 9 months ago
Insightful article but I beg to differ on this recommendation "Best Practice: Consider setting up two separate social accounts – one for dedicated customer service and one for brand building."
1. As a user, it gets more confusing to interact with the brand...mostly because you want resolution of an issue rather than find a brand's specially delegated account for customer service .
2. As a brand, the expenses increase since you now have two separate accounts to manage and promote.
In my opinion, a brand should have a single account for both functions(customer service and brand building)that is properly managed. It's workable.
Mar 24 Posted 11 months ago
Thanks for commenting Madhava! Can you believe this customer, 9 days after giving the Twitter customer service account his number, still hadn't received a call? And when he did get a call, he reports his issue as unresolved - that's why it's important to have several fully operational channels in place - be it social media, traditional customer service, or a Voice of the Customer program (click the link to read a blog on how American Hotel listens to their customers). And one step farther, it's important to learn from these channels, and not just run them.
Mar 22 Posted 11 months ago
Nice article, quiet reverse way of hitting the social circus.