Customer Service in a Social Media Environment

Social media sites allow for real-time, two-way dialogue. Customers can communicate with a retailer publicly, and companies can then respond promptly and courteously, either publicly or privately as appropriate.

Retailers need to tap into social media as a customer service channel. For example, some companies create their own social media identity to help customers via a specially created Facebook page or Twitter handle. Some retailers even build a team of experts dedicated exclusively to their company's social media accounts, with their sole focus on finding and resolving customer-related issues and concerns.