5 Social Media Hacks for Better Customer Service

Anyone who has ever tried to navigatesocial-media-customer-service-rep a voicemail menu or been stranded on hold by a customer service rep knows how maddening it can be to get help over the phone. According to an American Express survey, more than half of callers say they’ve lost their temper while on the line with a representative. That may explain why more and more people are turning to social media to vent their frustrations. In a J.D. Power survey of more than 23,000 online shoppers, 67% reported having used social media to lodge a complaint.

“When you post on Facebook or Twitter, it’s essentially public shaming, which forces the company to reply,” says online consumer advocate Kim Komando. Even so, fewer than 15% of messages actually get a response. Here’s how to make sure yours is one of them.

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