Social Media and customer service

According to the 2008 Cone Business in Social Media Study,  Almost 60 percent of Americans interact with companies on a social media Web site, and one in four interact more than once per week.

“The news here is that Americans are eager to deepen their brand relationships through social media,” explains Mike Hollywood, director of new media for Cone, “it isn’t an intrusion into their lives, but rather a welcome channel for discussion.”

Certainly, customer service is taking on a new dimension as companies strive to differentiate themselves and stay competitive.