I saw this on The Drum today:
“Creating a Twitter account and leaving it dormant or not responding to tweets by your customers is no better than opening a contact centre and not picking up the phone. In fact it is a lot worse as this lack of interaction can be viewed by millions.”
When you really think about it, it says something fairly powerful about the current state and future of customer service.
Customers are an organisation’s lifeblood and conversations are key init.