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Posted by Kate Leggett on December 1, 2011
Step 9 of my 10-step program on how to master your service experience is to leverage social technologies for customer service.
Your customers are using social media in their private lives. Facebook has more than 800 million users that collectively spend more than 3 billion hours a year on the site. Twitter, YouTube, and LinkedIn have large numbers of followers as well. What are you doing to engage your customers in the medium where they are spending their time?
You can’t add social technologies in a silo; they have to be intergrated into your customer service ecosystem so that they extend and add value to your current operations. Here are six ways to add social technologies for customer service in the right way:
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