How are brands handling the new customer service challenges and opportunities presented by social media?
One of the major reasons brands use social media monitoring tools is to enhance their customer service offering – most brands realise that it’s increasingly common for customers to talk about their experiences online, whether it’s to advise, enquire, compliment or complain.
To learn more about how exactly customers are expressing their views online we monitored over 100 brands for tweets of them that were found in the context of customer service. To also see how these businesses are dealing with the growing demand for online attention, we looked at how they responded to these tweets.
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