May 22 Posted 3 years 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 3 years 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 3 years ago
Nice article, quiet reverse way of hitting the social circus.
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