Let the Customer Do the Selling
Social media, for the most part, is brand management for a company. Company news, community outreach efforts, advertising, etc. are a means for P.R. communications. Now social media can serve as a customer service rep too. But, it’s not all negative. Instead of just complaints, customers can applaud good service publicly.
If a company develops a strong social media customer service plan, this can be free advertisement for a company. That company can highlight customers who provided positive feedback by re-tweets, featuring the customer and so on. Who doesn’t love to be recognized publicly? Let the customers do the selling for them. However, if a plan is not in place the brand of a company could be damaged. So, having a plan and a team ready will be vital for the success of a social media customer service center.