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DID YOU KN OW? Over 1 million people view tweets about customer service every week. Roughly 80% of customer service tweets are negative or critical in nature. The Takeaway Monitor your brand’s mentions on social media channels so you can respond to customer complaints before they escalate. It’s an opportunity to wow them! Source: Touch AgencyCHAPTER 4: THE SOCIAL GRAPH 49 HelpScout.net

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