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During #ICMIchat this week, we asked participants to rate the current state of social media customer care on a scale from 1-10. The average rating? Five. While some brands (like Chewy or Zappos, for example) have mastered the art of serving customers via social media, plenty more brands still struggle. What makes some social media customer experiences better than others? Here are a few answers from #ICMIchat. Read more of the conversation in this recap.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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