A social media marketer I spoke with at a conference described her small business’ social customer service processes like this: When a complaint came in she would shout downstairs to the single customer service person, and they would work together to resolve the customer’s issue.
But large companies obviously need to do more than “shout downstairs.” Today, a majority of customers have used social media for customer service issues. And as more customers take their complaints online, scaling customer service capabilities to meet hundreds or thousands of complaints a day…
