Mashable explains why Social media customer service isn’t just a cute tool to be used by opportunistic marketing departments to big up the brand; it is an essential method of communication that needs to become part of a clearly defined organizational model.
It Affects Current and Potential Customers: The post-sales experience brings both acquisition and retention power. Any strategy for the implementation and integration of social media customer service must be future-proof, responsive and enhance the business as a whole. The social customer service model needs to be as organic and flexible as the medium that created it, while simultaneously delivering tangible results for the business through a stronger brand identity, better customer service and a long-term strategic plan.
Read more details on why social media makes customer service better at Mashable.