How does customer service fit in social media strategy?
Social media is generally to connect with friends and family. To find new people and engage with them. So, even when businesses enter into social media, it’s primary purpose is customer service as the platform is basically about people and not about brands. When companies have started their social media channels, customer service may not have been an intention.
Now 74% people use social media to connect with the brands when they have doubts, complaints or anything else. Companies with faster and effective responses have an edge when it comes to customer service on social media.
