Social Media Community Managers: The True Voice of the Brand

By Amanda Sternquist, Director of Social Care Practice


When a brand chooses someone to be their voice on social media, it is selecting that individual to represent their business to a potentially huge audience. Social customer care agents are on the frontline for a brand and when consumers expect a nearly instant response, having a fast-thinking agent with excellent social skills and natural empathy will greatly decrease the possibility of a negative interaction that could go viral.


Read the full article published in Customer Think