Please write a formal summary of the case before proceeding to answer the questions below: 1. How does social media represent a threat to companies who limit their customer support services to traditional channels? 2. When customers have a negative experience with a company, what are the various ways they can use social media to tell others about their experience? 3. Explain why companies can no longer afford to limit their customer service to traditional channels (e.g., call centers). 4. What are some of the frustrations customers encounter when seeking customer service support from a company? You must include at least three other additional outside peer-reviewed sources to help support the claims in the case study. These sources, along with the case study, should be properly cited in APA format. Solution 1.Social media is a threat to companies who limit their customer service support to traditional channels because individuals who are unable or unhappy with the customer service they received can now reach out via Facebook, Twitter, and even YouTube to let others know about their experience.Through the use of solely traditional channels customers actually need to contact the company with a complaint. 2.Through the use of social media, a customer\'s negative experience is shared with hundreds of people as opposed to about ten by just sharing with friends and family.They can now reach out via Facebook, Twitter, blogging and even YouTube to let others, anybody, anywhere in the world to know about their experience. 3. Traditional customer service channels consist of phone (call centers), mail, and in-store support. Today, customers also use e-mail, and a wide range of social channels including Facebook, Twitter, and YouTube. But now in the presence of social media, unhappy customers can potentially share their experience with hundreds of people using a single message on social media. By limiting their services to traditional channels . Companies can\'t correct product errors in a timely manner because of loss or delay in information from customer and will not be able to provide product support services on time which makes it difficult to manage their online reputation . This will decrease customer satisfaction and brand image falters which has direct impact on loss of customers . All this will provide advantage to compititors and will find it difficult to attract new customers. 4. IVR (Interactive Voice Response) or Machine response , Delay in getting connected to the Customer support representative (CSR)or have to stand for a long in queues to get issue addressed, Rude response from CSR and moreover no resolution to the problem are some of the frustation customers encounters while seeking support from company .

1. Please write a formal summary of the case before proceeding to answer the questions below:
1. How does social media represent a threat to companies who limit their customer support
services to traditional channels?
2. When customers have a negative experience with a company, what are the various ways they
can use social media to tell others about their experience?
3. Explain why companies can no longer afford to limit their customer service to traditional
channels (e.g., call centers).
4. What are some of the frustrations customers encounter when seeking customer service support
from a company?
You must include at least three other additional outside peer-reviewed sources to help support
the claims in the case study. These sources, along with the case study, should be properly cited in
APA format.
Solution
1.Social media is a threat to companies who limit their customer service support to traditional
channels because individuals who are unable or unhappy with the customer service they received
can now reach out via Facebook, Twitter, and even YouTube to let others know about their
experience.Through the use of solely traditional channels customers actually need to contact the
company with a complaint.
2.Through the use of social media, a customer's negative experience is shared with hundreds of
people as opposed to about ten by just sharing with friends and family.They can now reach out
via Facebook, Twitter, blogging and even YouTube to let others, anybody, anywhere in the
world to know about their experience.
3. Traditional customer service channels consist of phone (call centers), mail, and in-store
support. Today, customers also use e-mail, and a wide range of social channels including
Facebook, Twitter, and YouTube. But now in the presence of social media, unhappy customers
can potentially share their experience with hundreds of people using a single message on social
media. By limiting their services to traditional channels . Companies can't correct product errors

2. in a timely manner because of loss or delay in information from customer and will not be able to
provide product support services on time which makes it difficult to manage their online
reputation . This will decrease customer satisfaction and brand image falters which has direct
impact on loss of customers . All this will provide advantage to compititors and will find it
difficult to attract new customers.
4. IVR (Interactive Voice Response) or Machine response , Delay in getting connected to the
Customer support representative (CSR)or have to stand for a long in queues to get issue
addressed, Rude response from CSR and moreover no resolution to the problem are some of the
frustation customers encounters while seeking support from company