Issue: Passive Customer Support via Social Channels

I’ve recently been pondering (ok, maybe more like fuming) over customer support via social channels. There is so much diversity in terms of levels of support offered, but to me, one thing is clear: if you have a social presence, I expect you to be responsive when I Tweet/Facebook/G+/etc to you (ok, who really uses G+?!). The proliferation of customer support channels on the social web has engrained this expectation in me. Is it fair to the business? No, not necessarily. But as a customer, do I care? No. I want you to answer my question/complaint/desperate cry for help. Now. Like I said, I’ve been pondering this for a while, but one recent experience has finally convinced me to write a blog post on the topic. My biggest issue –
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