Gone were the days when businesses had to stick with the old, time consuming and rather expensive methods of customer service. Today, if a business needs to listen to its customer, it can easily do so through social media.
In one JD Power survey of more than 23,000 online consumers, 67% of respondents reported having contacted a company via social media for support. However, being present in social media alone is not enough. To utilise it effectively, a business must be careful on how they listen, and more importantly, how they respond.
Source : Global Outsourcing