I saw this question posted on a Linked In forum. Here’s what I think and I wrote:
“Important to define what you mean by “social media customer service”.
At a number of levels Social is a way of doing business, of interacting and running our lives . Social media is a range of tools that help us do it. You can use some of the tools to help you run your life – and if its easier than other ways you may use it.
For example you may get a quicker response by tweeting your telco at the moment – that’s probably not sustainable for those companies and its only another channel, not a new way of doing things socially.
Customers who share you tube clips on how to get your phone working or fix your router – that’s social. Customers who talk to each other in forums to find out what to buy or how to fix something – that’s social. So if your question is aimed at customers, its perhaps missing the point. They wouldn’t use it if it was. And if it’s aimed at businesses, they’re perhaps missing the point.”
What do you think?
