More and more customer service interactions are being initiated over social media. The vast majority of these are via Twitter, according to figures just released by–wait for it–Twitter, with the rest of them occurring via Facebook.
In light of this, I convened an informal and virtual round table over the weekend to get expert thoughts from, well, some experts: thought leaders Bill Quiseng (an independent blogger as well as a professional hospitality practitioner), Sara Carter from Sparkcentral, a customer engagement platform provider that helps businesses cut their social media customer service response times, and me, Micah Solomon, a customer service speaker, consultant, and author.

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