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Integrate traditional team-based customer service tools with the growing space of social media.
I'm not exactly sure what this would look like so bear with me.

A great deal of customer service is conducted in the social space whether it be on Facebook, Twitter or forums. One problem I have seen in this arena is finding a way to integrate these posts/tweets/etc into a more traditional tracking system.

This tool could help to track, monitor and report on CS issues arising from the social space just as traditional systems do and integrate with them for seamless reporting.

Would also need the ability for the SM manager and the CS teams to be able to communicate behind the scenes as the SM manager is often not the one directly providing service and support.

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