Twitter has become a public forum to complain about or share many things. One thing Mark Hayes suggests is to have something that monitors brand mentions that makes it easier for companies to distinguish what their consumers are saying about them. Hootsuite offers a service like this that tracks twitter traffic to be used as a customer service outlet. This can be very helpful to business because many customers dont fill out customer service surveys and if consumers were complaining about it then they wouldn't tweet at them. Hootsuite tracks all mentions whether they were tweeted at or not so its easier for businesses to see what people are saying about them.
Ive tweeted about bad experiences that ive had at certain stores and by using this service its the companies taking full advantage of all the social media outlets that are available to the consumers.
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