Social media managers are often on the front line when it comes to assisting customers. But what happens when the volume and complexity of concerns outpaces what your social media teams can handle? Amanda Changuris took to the #CMWorld community, making her case for customer service teams to handle brand social media services.
What follows is a recap of the chat. For more insights from Changuris and other participants, check out our Storify.
Customers expect brands to be easily accessible, and they want quick resolution. It then becomes a brand’s responsibility to structure staff for rapid response. But how do you know when it’s time to hand off social care to customer service teams?
A2: It’s a matter of time & duplication of effort. Social teams often…
