Anna Bondarenko - We’ve seen them all: those spry customers complaining and/or commenting on every move a company makes. And let’s be honest: you are probably guilty of doing so as well.
Through social media platforms such as Twitter and Facebook, companies nowadays are able to adopt an interactive and engaging social media strategy. In my opinion, this is the perfect way to involve the new generation and give them a voice. Because of this new way of engagement, social media channels became additional customer service channels.
From past experiences, I would say that I got a way more useful response from a social media customer service channel, rather than the traditional channel. Companies are more aware of how they communicate online since their public response contributes to their reputation - online and offline.
A perfect example of such an interactive social media strategy is portraid above. Although some might argue on whether Tesco Mobile did a good job or not by giving Felipe this sassy response, I can definitely appreciate their sense of humor.