Posts tagged with First Direct Live

Why social customer service will come of age in 2012

Social media and customer service would seem to be a match made in heaven. In 2012, more and more brands will commit beyond simply responding to customers on Twitter.

Brands are actively recruiting customers into online communities to help them develop products, give feedback and report issues.

First Direct’s ‘Live’ community discusses openly anything from savings rates to charitable donations, and includes a (very brave) sentiment tracker on the front page to show, live, what people think about the brand (it’s overwhelmingly positive at the time of writing).

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