For any eCommerce business one of the key concerns with social media is to make sure you’re responding to any customer queries. A Facebook Page of complaining customers who aren’t being responded to is not great for anyone!

But managing customer queries on social media isn’t easy:

• you and the customer have limitations on what can be said – just 140 characters on twitter, and also only what can be shared publicly.
• it’s often hard to find the customer service queries, they come in from all different angles and can quickly get lost if there are lots of messages
• once you’ve identified the messages you need to respond to it can be timeconsuming keeping track of who in your team’s responded to what – and making sure everything’s been responded to

To solve these problems – you need a good social media customer service tool. [Read more…]