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Social Media and Customer Service: Not as Easy as it Looks

For many brands Social Media seems to be the place where they can ‘fix’ what’s wrong with their customer service. However, if you look at the numbers, that might not be all together true. At least when it comes to getting it right…





Bas van den Beld is an award winning Digital Marketing consultant, trainer and speaker. He is the founder of State of Digital and helps companies develop solid marketing strategies.
  • It was great for me the other day to contact my bank customer care via their Facebook page and my problem was solved instantly. In fact they even sent a follow up email to ensure everything was going smoothly and i think it is great to have several methods to relate with customers and now that Social media has become parts of our lives, it will be wise to also use Social media as a platform to manage your customers.

  • Laura Phillips

    Hi Bas! I LOVE being able to use social media to contact companies, but my expectations are high, as I think most other users’ are. It’s imperative that companies with social media profiles utilise them properly or you just end up negatively affecting your reputation. I wrote a post/had a bit of a rant about this a while back… http://www.koozai.com/blog/social-media/effective-use-of-social-media-as-a-customer-service-channel/