When it comes to your business' customer service strategy, social media can simultaneously be your brand's most valuable ally and its most intimidating nemesis.
On one hand, when handled skillfully and tactfully, customer service via social media can produce positive PR and create fervent brand loyalty that's infectious. Having 24/7 access to customers and the ability to instantly communicate with them — as well as quickly resolve issues — can prove invaluable.
On the other hand, social media provides a very public forum for disgruntled customers to gripe, and if a problem is widespread, online negativity can quickly get out of hand. The fear of going viral for all the wrong reasons keeps many a community manager up at night for very real reasons. Read more...
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