Customer service

Customer service

People buying and using electronics often turn to the Internet to update software, to understand new functionality, or to troubleshoot problems with their devices.

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Using various search engines, they may often end up on pages of online communities that provide inaccurate information or half-truths. Educating and serving consumers in the social media space can be a delicate issue, especially since company or brand representatives are not always welcomed on some forums. Our case study shows how one of the world’s leading companies connected its customer service to conversations via online forums; how it was received by users; and the impact to users and the brand.

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