Companies want to be where their customers are. Today, that means companies need to develop a digital presence. Whether it means using a company website to offer customers help or investing in new technology that opens communication channels such as live chat or video chat, companies have to view their customer service offerings as starting online.
With customer service becoming digital, companies must be ready to interact with customers on social media. Customers can express affinity or disdain for brands on these networks, and it’s up to companies to maintain a social media presence to control conversations and address customer concerns in a timely manner. Social CRM is quickly becoming table stakes for companies today and organizations overlook a key component of customer service if they lack a cohesive social media strategy.
But deciding which networks to maintain a social media presence on takes consideration — Read the rest of this article on TechTarget.com