Five Ways Social Media is Impacting Customer Service

| December 20, 2017

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Ah, the democratization of knowledge well, at least it’s supporting the democratization of customer service. Previously companies could at least contain, if not hide, most of their customers’ frustrations and could limit any real damage to the brand. Not anymore. Customers are now controlling the conversation around customer service. Social media outlets have given them big megaphones to voice their frustrations to an increasingly connected population, and these frustrations have a long shelf life on the Internet. Twitter, Facebook, YouTube and others are rife with customer service stories – most of them negative – and this is having real game-changing consequences for customer service.

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