Social media platforms have become a crucial aspect of customer service in all fields. A large amount of consumers nowadays would rather ask their questions, complain, or report their satisfaction with products and services, on social media. As it is a major and sensitive touchpoint, is public, and can spread very easily, things need to be carefully thought out and executed with the right approach! In order to do so, we need to make sure we are where our customers want us to be, when they want us to be there, listen to them intently, respond, and keep constant track and monitor all activities.
With this in mind, customer service expectations are at an all time high, and they keep rising by the minute, therefore, timeliness is a critical aspect of keeping things on the right track!
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