There was recently a great guest post by Elizabeth Clor on AdWeek’s Social Times, “How Facebook, Twitter Updates Improve Customer Service.” As the platforms continue to evolve, it is encouraging to see a value-add for all of their users, individuals and brands alike, which is customer service. In a recent updates to Facebook and Twitter, there were several customer service elements included:
- Chatbots (Facebook)
- Messenger Links and Codes (Facebook)
- Promoted responsiveness (Facebook)
- New Pages Inbox (Facebook)
- Customer Feedback Tool (Twitter)
- Direct Message Updates (Twitter)
During the monthly Customer Service feature on #SMChat we will discuss these updates and the evolution of social customer service.
Which of these updates do you think will be the highest value add for customers? For brands? How can brands stay ahead of the curve? What platforms will follow suit? Where are your customers looking for service? What had to be considered when offering a new medium for customer service?
We look forward to another great chat on Twitter at 1p.m. ET on Wednesday, May 18th.