Being a social business and customer service challenges
Increasing use of social channels such as Facebook and twitter has changed the way customers interact with their service providers. Seeking a path of least resistance – no longer are people willing to wait at the end of the phone waiting for a customer service agent to pick up or searching through hundreds of pages of no so “Frequently asked questions”.
Headstream are collecting nominations for their Top 100 Social Brands report, (last year we placed #4) which got me thinking about how things have changed over the past year and of some of the challenges, we as a Social Brand are facing (some new, some old).