Generally, big brands tend to face a crisis due to circumstances both within and beyond their control. While the former refers to brands which mistakenly shot themselves in the foot, the latter concerns unpredictable scenarios.
Having a great social media customer care process is vital for leveraging your brand’s goodwill online. But before anything, you need to understand how mature your brand’s social customer care process is, not for your audience, but for yourself.
The maturity of your customer care process totally depends on two important aspects, what is your turnaround time and how is your resolution quality. Hence, we would like you to take up a quick and simple self-assessment test that lets you explore your maturity level, with respect to your social media customer care process.