As we all know, we are living in a digital world. A defining characteristic of this digital transformation is the technology we are seeing everywhere, most obviously, in the social realm. Even if we are not immersed in the technology industry, we can’t ignore how social media has transformed our everyday social interactions, both between individuals as well as between consumers and brands.
In terms of social media for business, the field started off focusing on marketing. However, after realizing the potential in other areas such as customer service, client relations, etc–smart business owners have adapted to make social a priority across multiple departments.
But there are two sides to every story. With every positive advancement comes certain negative side effects and while I would argue the benefits of using social media for business far outweigh the risks, it is important to explore the issues at hand in order to protect your brand from potential areas of conflict and get the most out of your social media customer service strategy.