Social Networks Meet Customer Service

摘要

For better or worse,Twitter, Facebook, and other social networks have become legitimate channels for customer feedback and support.That has forced businesses to look for ways to incorporate social network comments about their brands, products, and service experiences into the existing customer service workflows.rnText-analysis technology, particularly sentiment analysis, monitors tweets, Facebook posts, blogs, and other forms of social network feedback. It lets marketers and brand managers quickly detect broad trends and respond to specific comments and complaints.