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Scoop.it!
Few topics have dominated customer service strategy conversations like social media.
This trend presents a formidable challenge for companies that receive thousands–sometimes hundreds of thousands–of tweets per day. It’s impossible to expect them to respond to everything.
But what do they respond to, how quickly, and how well? Via The Fish Firm II, Koen Vanderhoydonk
Martin (Marty) Smith's insight:
I thought this study was so devastatingly important I posted Atlanticbt.com's first guest blog post: http://www.atlanticbt.com/blog/social-service-how-social-media-is-changing-customer-service/ . "No response" is doubly devastating because it says, "We aren't listening and we don't care." Relationships aren't accidents they are decisions. Make the right decision and make sure your company, brand or product listens more than you talk on social media. 
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This is a fantastic insight into the use of social media in customer service. Here you will see the reaction of 14 different brands to tweets sent by 4 individuals in a systematic way of testing their ability to win the social customer service race!
Such an interesting read!
Um excelente artigo que demonstra que na maioria dos casos, as expetativas de resposta de uma marca nas redes sociais a pedidos de apoio técnico é ainda muito reduzida. Muito trabalho tem ainda de ser feito..