Listening Online is Essential for Customer Service
By now, it is common sense that any company that wants to make the most of its social media presence must reply to everyone who addresses it directly on Twitter. Although there might still be some debate about what the appropriate timeframe for that reply is, the necessity for a reply is unquestionable. But what about the Tweets where a company’s name is not @mentioned or #hashtagged: should a company reply to random Tweets where their name is simply brought up?