(Managing Director, Ponvia Technology, Inc)
Many companies are using different processes to manage social media channels. Customer service teams could be identified with the responsibility to monitor social media channels and resolve issues that are posted. Another options is to deliver an identified issue to the same customer service representatives that are supporting other interaction channels, e.g., phone, email, chat. In any case, I believe it is important to ensure customer service representatives are handling any issues that arise. Many company’s marketing departments are responsible for the social media channels but the marketing department should not be handling customer issues.