How GM Uses Social Media to Improve Cars and Customer Service
Harvard Business Review
FEBRUARY 12, 2016
It quickly became clear that support functions such as legal and IT would be critical to the team’s success. These advisers are assisting customers seven days a week, averaging 16 operational hours per day, adding up to an average of more than 6,000 monthly interactions on both an in-market pre-sale and customer care basis.
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