In case you missed it, many in our industry feel that social media management and customer service teams should work in unison. The idea is that the fall of the silos separating these disciplines will improve the performance of both.
American Airlines is one account that blends the two well, but yesterday a very odd interaction demonstrated, once again, the challenges of engaging with users in real-time. From BuzzFeed editor Samir:
At least your Sunday isn’t going like this. pic.twitter.com/jzm1GqFD5u
— samir mezrahi (@samir) April 13, 2014
Of course, the user in question is 100% responsible. But what’s the correct way to respond to a message like this one?