Friday, 09 July 2010 14:42

Customer service via Social Media

Almost exactly two years ago, dp dialogue posted a punishing article, raking Optus over the coals for their total lack of social media presence during an unfolding outage that affected thousands.

Since that time Optus, and many other major companies along with them, have completely overhauled their communication strategies.

Social media has become such a prominent method for consumers to discuss brands that it is now the case that you cannot afford to be without a strategy for monitoring and responding to your fans and detractors online.

How did Optus change to reflect the need to address customer service socially?

Published in Social Media