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Social Listening in Practice: Customer Service

This guide is an overview of social customer service, and provides:

  • Examples of best practices
  • Strategic considerations for brands who are looking to review their customer service approach

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Good customer service makes good business sense.

Many organizations are saving significant sums of money as a result of aligning their contact and customer service centers with digital and social channels – in fact, in 2013, the IPA quoted British Telecoms as saving £2m a year by adopting a more social-media based approach to customer service.

But these benefits come with risks. How can you ensure you’re getting it right on social?


Crimson Hexagon has merged with Brandwatch. You’re in the right place!

From May 8th, all Crimson Hexagon products are now on the Brandwatch website. You’ll find them under ‘Products’ in the navigation. If you’re an existing customer and you want to know more, your account manager will be happy to help.