To Launch Social Media Customer Service Initiative

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Latest move is in response to a customer satisfaction review during the first quarter of 2014.

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To streamline the social media initiative, a dedicated staff will monitor all accounts under the brand. is set to begin a new phase of use for their social media accounts, the company said yesterday.

“We recently completed a customer review of our product and services,” a spokesman said. “What we learned is that phone and live chat were not enough for them. They want to use social media to contact us as well.”

With the new launch of social media outreach, customers will be able to contact customer service by interacting with the company's Facebook and Twitter accounts, he said.

“Our research has shown that more and more people go to social media as their first stop when looking to contact a company with a question or concern,” he said. “We wouldn't be a good company if we didn't give our customers what they want.”

To streamline the social media initiative, a dedicated staff will monitor all accounts under the brand, he said.

“We believe that constant monitoring will pay off when customers realize they can get an immediate response,” he said. “Even if it's to comment on a news article we posted or let us know we helped them with their family tree, we'll make sure each and every customer receives a timely response.”

The company's blog will also become more interactive in the search for customer interaction, he said

“We see our blog as a way to bring in potential customers as well as serve existing ones, so we'll be giving it an overhaul as well,” he said.

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Eileen Simon
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