eBay saw a 20% increase in customer service inquiries on Facebook and Twitter, according to an eBay manager in an interview on a site called Social Media Today.
But is eBay providing 20% more answers on those venues?
Dallen McKee, eBay's Global Social Media Customer Care Team Leader, told the podcast interviewer
that eBay's product and tech teams have come to believe that social feedback is more immediate than "sifting through phone call records."
"They come to us to say, "Hey we're launching a product, can you get X amount of headcount positions to search for this feedback as it comes in, get it real-time, and ... Read More