Webcraft Webmaster Services

Social Media = Customer Service: Are You Ready? I'm used to being the brand. I've put together social media strategies for customer service in the travel industry and I've also been the person on the front line of Facebook dealing with these issues. It was a steep learning curve; the whole industry is still trying to formulate what is best practise. But recently I became the customer and was both surprised and disappointed to find a major airline, who have built a substantial social media community, doing it all wrong. What Not To Do Firstly, if you provide a service or sell a product 24 hours you need to provide support or assistance for your customer's 24 hours of the day. I was trying to book a flight online at short notice and the system kept crashing. It was 9 p.m. and according to the website all phone lines were closed until the next day. So I sought help on Twitter and got no reply there either. I got no reply until after n...