Companies, large and small, who use social media channels to connect with customers on service issues are on the rise. Thirty-four percent of companies have been using social media tools for customer service for at least two years, according to The Social Customer Engagement Index 2012. This survey of 578 businesses shows that companies are beginning to see the value in opening up another channel to reach customers.
Brent Leary, co-founder and partner at CRM Essentials and a contributor here
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