For social media savvy customers looking to engage companies directly, Facebook and Twitter serve alternate customer support channels. Instead of waiting on the phone for an agent, customers jump to the front of the queue by going online. But when companies fail to design for integration of social media channels into established customer support processes they introduce inefficiencies and increased costs. Enter the Shadow Customer Support organization.
Facebook and Twitter are Shadow Customer Support
Posted by marketingnerd under Social MediaFrom http://www.assistly.com 4637 days ago
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“Yes, it's quite the new term Martin. But it's been around for a while....”
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