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Esteban Kolsky is the founder and principal of thinkJar, a Customer Strategy consulting and think tank organization helping vendors and user successfully become better, more open, and more collaborative organizations. More information about thinkJar

2 responses to “Vindication On My Position: Social Customer Service Sucks…”

  1. Holly

    Have to say I completely disagree, the reasons you have cited against social customer service can be resolved with the right enterprise solution in place. Too slow response times, limited functionality and not being able to resolve complex tasks are outdated reasons for not choosing to resolve service issues directly on the channel of your customer’s choice.

    The mobile element of social customer service and being on a channel users own and are comfortable with should make make social customer care a priority for large or growing enterprises. For companies that take a truly customer-centric view of it’s operations, they should accommodate this and not push their customers on to alternative channels.