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Improving Customer Service Through Social Media

Consumers are increasingly turning to social media for a wide variety of tasks including product and service related feedback. Feedback includes online reviews, service complaints, product defects, suggestions and general inquiries. Social media platforms often create significant challenges for companies as they must retrieve, review, respond and report across a plethora of platforms and websites. These include Facebook, Twitter, LinkedIn, as well as many other platforms and sites which must be monitored and addressed. Let’s review some of the key components of an effective social media feedback and support initiative.