03 Sep '13, 9am

How do big companies provide support through social media channels?

How do big companies provide support through social media channels?

You are a part of a Social Media team, each day you receive so many requests on Social Media than humanly possible to process. The saddest part is that in most situations you don't have a right to solve these problems as it's a job of other people. Normally it takes millions of efforts to get an access to the systems, CRMs and the like used by other departments. In most situations you simply don't get approval and have to ask someone personally to check this or that for you. Some people ARE crazy, they write the things no one will ever understand and the first instinct is to delete those comments in order not to have a spammy look. However sometimes you can confuse spam with just emotional customer who's in a hurry. You have to answer hundreds of similar questions every single day. Part of these questions is on the website, the other part was already explained by your comp...

Full article: http://www.link-assistant.com/blog/tech-support-on-social...

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