A simple first step into the world of Social Media is its ability to provide an open channel for customer service and care.
Xero do this exceptionally well, using the main @xero account they share updates as well as an open forum for customer issues.
A couple of key points to remember:
- Be active when using as a care channel
- Be quick to respond
- Be as helpful as possible
- If it gets too intense then take it offline. Remember if you’d yell it on a street then you can say it on Social Media.
- Always promote the end solution
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