Microsoft stays ahead of angry customers with social media

Microsoft’s social-media team aims to stay one step ahead of the company’s customers, using monitoring tools to seek out discussions they are having about problems with products even before they file a specific complaint. That helps the company catch problems before they get too large to handle, and it allows it to actively steer disgruntled customers to existing resources that can help solve their problems, says Nestor Portillo.  SmartBrief/SmartBlog on Social Media


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