Consumers increasingly expect customer service to be delivered via social media platforms. And not only that, they expect it faster than through commercial channels, given the real-time nature of platforms like Twitter, and to a lesser extent, Facebook and other social properties.

So what happens when the speed and reach of customer service requests is put to the test? Find out here:

In a consumer support context, many social CRM systems use sophisticated algorithms to identify, route, and prioritize social help requests in real time. But it’s still up to decision makers to guide these systems to what, when, and how to traffic social mentions. In this article, we delve into what social CRM lessons we learned from the The Great Social Customer Service Race.

The evaluations in the resulting infographic are based on the time it took the ands to respond and the percent of total tweets that received a reply. In addition to the interesting response rates from ands, we also were able to glean 4 important insights on what ands should and should not be doing in social when it comes to dealing with customer service issues.

The article also has a great infographic (below). See full story on convinceandconvert.com