March 27, 2015
Northridge Executive Practice Lead, Customer Experience and Contact Center Management, Pam Plyler, describes a few of the challenges companies face when developing a customer service program on social media with DestinationCRM, such as:
- Managing consistency across channels
- Privacy concerns
- Determining when to step in
- Monitoring customer feedback.
Pam further explains how these complexities can be managed through a comprehensive social customer service program and gives 5 key components of an excellent program.
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