Nothing compares to a strong, web-based, customer support tracking tool to streamline and manage customer support requests, but today more and more customers are taking their requests and complaints into social media. Savvy customers know that organizations do not want negative comments on their facebook pages and can get fast resolution going that route, but did you know that social media can also be a great way to proactively manage your customer support? From company announcements to customer support monitoring, social tools like Facebook are becoming more commonplace as a customer support tool.
Here is a great little article speaking to ways to use social media with your current customer support:
As always, please let us know if we can be of assistance building your customer support solution.