When we are seeking to contact a certain brand or business, “I’ll send them a Facebook message, it’s faster” is a phrase many of us will use when they want to contact them. Social media channels can be seen as a digital customer service center. Digital customer service centers are probably one of the finest revolutions of the Internet. Today, whether we like it or not, all of our customers are online and it’s up to us to ensure we are there with them. Our customers are interacting through multiple channels irrespective of time, place, device or medium, it’s important that companies are present for their customer’s digital experience, especially if something goes wrong.
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