A survey conducted in May of last year showed that 60% of businesses in the US and the UK use social media for customer service. They say they do it because it benefits their customers, but to me it always feels like a PR moment.
HandyDandy Tweets that his cable is out. The cable company responds moments later, saying they’re actively working on the problem and the whole world can see the exchange. There’s a problem but it’s being fixed – and in many cases, that’s all
Read more of this social media article at: http://www.marketingpilgrim.com/2013/01/companies-step-away-from-social-media-as-a-customer-service-tool.html