Point of View: Conversational care

Molly Flatt

Customer service (CS) may have been one of the areas to benefit highly from the rise in social media but social care takes a lot of resources, training, listening and flexibility.

Point of View: Conversational care

Molly Flatt1000heads

Customer service has been one of the earliest and most tangible areas in which businesses have achieved social media success. This is partly because the contract between brand and customer is so clear: 'we are using this channel to answer your questions and fix your problems, not to make you love us by sharing photos of our office pets.' Best Buy, KLM, Eurail and T-Mobile USA are some pack leaders, and for a glimpse at how much effort is ploughed into this field, look at the Social Bakers' Socially Devoted website, which...

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