If you’re a business in 2016, chances are that you’ve invested time and resources into maintaining a social media presence , to promote your brand and engage with consumers. But have you made the same level of investment into providing a dedicated customer service on social media? Many brands, despite having a social presence, aren’t investing the time and resources into providing a good customer service on those channels.
While social media marketing campaigns have always grabbed the lion’s share of the headlines, customer service is the area where the real battles for market dominance are being waged. Providing good customer service is not just about differentiation, it is business-critical.
Part one of our series on Why Companies Create Content we looked at changing customer perception and part two focused on making use of public opinion.