There's a big dissonance between what companies think about their customer service, and what their customers actually think about.

While 80% of companies think they deliver exceptional customer service, only 8% of customers agree -- leaving a lot of room for failed expectations and customers leaving to go to a competitor.

→ Access Now: Social Media Customer Service Template [Free Tool]

Technological innovation is helping companies deliver better customer service, though, and social media is one such innovation that can help. Companies can connect with customers sooner, with less friction, to solve problems faster. 

Headway Capital put together this visual guide to delivering effective social media customer care. And to learn more on the subject, read about how to provide customer service on Twitter next.


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Originally published Jun 4, 2018 8:00:00 AM, updated April 15 2020


Social Media Customer Service