Why wouldn't they?!
Love this headline...it's so true!
I did so yesterday after wasting time with the local and corporate offices. Surprised to see a reasonably quick response, just 2 hours later via Twitter. Time will tell if it actually worked.
From my experience, social is the "last ditch effort" for the connected customer. If they don't have a great experience w/ your call center, they'll let you know on Twitter. #8 - integration is definitely of paramount importance---it's just not always easy to implement in a siloed org.
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