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Social media customer service that gets stuff done is called transactional customer service.
Transactional customer service can be difficult in social channels because responses are public.
Here's an example of how a hyperlink makes social customer care transactional.
A well written transactional tweet would have included a link to the information he needs.
Another reason it's important to write transactional responses is that your customer service answers are mingled in with other peoples conversational ones.
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