If a customer criticizes your company’s products and services on Twitter, do you respond or just ignore the complaint? Hertz has decided to be proactive, addressing complaints head on, via Twitter, according to Australia Business Insider.
Hertz is integrating social media customer service into its business operations. But many rental companies haven't yet adopted a formal policy on the issue.
The article in Australia Business Insider is a Q&A with Joshua March, CEO of Conversocial, a company that helps brands merge social media and customer service.
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