This infographic from Tollfreeforwarding and Gryffin media sheds some light on why companies need social media customer service and how they can use social media to improve customer relations.
Key highlights:
Get your priorities straight by picking a right platform and creating a query hierarchy.
Create a social media listening dashboard with tools like SproutSocial and Netvibes.
Get ahead of the competition with your social response time.
Monitor and measure what works and what doesn't.