image: clicksoftware

Six mistakes social customer service teams should avoid

Social media has revolutionised the way brands deal with customer service.

Now, many people don’t think twice about messaging a brand on Facebook and Twitter – often doing so long before they pick up the phone or speak to an employee in person.

Research by Sprout Social backs this up, revealing that 90% of consumers surveyed have used social media to communicate with a brand in their lifetime (though it should be noted that less than 90% of the US and UK populations use social media).

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