rise of social media customer care

Just received a very cool, very detailed infographic about the rise of customer care on social media. (Designed by WebsiteBuilder.) Ever since the first days of brands on Twitter, I knew there was major potential for customer care. The direct connection to the brand and the ability to present one’s self as an individual person with needs and a real life makes customer feel more special than the sterile process of anonymously calling a 1-800 number. Check out the infographic below.

The Rise of Social Media Customer Care infographic