Customer Service in a Social Media Environment

The huge popularity of social media sites like Facebook, Twitter and Instagram have created a consumer awakening where damaging remarks and complaints from retail customers have the potential to reach thousands, if not millions, of consumers at the speed of the internet.

Customer service is vital to retailers, and because a great deal of their business today is done online, negative reviews can sometimes have an immediate and devastating impact on their sales if they're not taken care of immediately. In fact, 82 percent of Americans say they've stopped doing business with a company because of poor customer service, according to a recent global survey from Genesys.