Customer Service in a Social Media Environment

A large percentage of consumers today go online first to try to resolve their issue, so it's critical that consumers can find information quickly and easily. With social media, consumers can now talk and bond directly with each other about their feelings for particular brands and products.

As a result of its rapid adoption by consumers, social media has shifted power and influence away from companies and into the hands of customers. Today's customers expect quick answers, and social media needs to be a cornerstone of those solutions.