This term describes any type of support that is carried out via a social media channel like Facebook or Twitter. At Goodbay, use a wide variety of social media CRM tools and admin access to gauge, monitor, report and interact with our client’s users. We advocate taking negative reviews and support tickets off of public channels and into private channels like email for your brand’s benefit. After engaging with a user, we will politely ask them to change their post from negative to positive, which improves brand reputation on social media channels.
