At work or play, social media is how we stay connected to our larger personal and professional communities throughout the day. We use social media for PR and marketing, for news and sports updates, for recruitment, for team-building and much more.
Now companies, too, are using social media. From campaign launches to senior executive videos, from positive product news to greater transparency about industry issues, social media is changing how companies approach all facets of business. More and more, it's all in the name of better, more transparent customer service.
Social media tools offer far greater customer insight than we could've imagined even five years ago. Instead of just handling inbound calls, customer service reps are actively scouring industry hashtags for possible issues, responding to Facebook posts about products, and thanking customers with immediate replies and occasional discounts and promotions.
In short, social media is quickly changing what's expected in today's customer service world.
Generally, small-to-midsize businesses are open to using social media for customer service engagement processes. After all, they tend to have in-house customer service staffs on board and are agile enough to adopt social media as a way to work with customers' issues and needs.
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