Customer Service & Social Media: Tools, Analytical Wealth and Brand Perception Decoded

Social media customer service is fast moving into mainstream enterprise strategies owing to the hype created amongst brands. Customer relationship management had been an age old concept for brands wherein the brand resolved customer issues and complaints after a product or service was bought. Social Customer Relationship Management (SCRM) on the other hand is creating a balance in the social media ecosystem, between marketing and other departments of a business, while also solving customer issues.

Article from +B2C