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The company actually sees direct revenue streams to customer service questions handled through social channels. It’s also created a Youtube channel where they respond to tweets with videos and tweet the link back to the customer. It’s a fun way of interacting, it’s personalized and people love it and retweet it. On average a 1 on 1 video review gets 80 views each so each customer interaction extends the company’s reach as opposed to having someone call a customer service center.

 
Added 3 years ago by Christina Badal
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