Since the beginning of social media, companies have been using it to reach customers. Twitter has been especially helpful in connecting brands with their customer base. Often, social media has helped companies get on top of any issues with their reputation before it is too late.

One company is stepping away from social media and reaching customers through their site instead. Do they have the right idea?

I am currently reading a book about maintaining a positive reputation to later review on here, and I am unsure whether their whole approach is the right one.

The company is hoping to redirect customers to their webpage, where they can call, email, or live chat their concerns. While they will still be readily available, will they really be convenient? What about watching their reputation? Leaving social media means they lose their voice on that forum, not that the customers will stop talking about them.

Is this the future trend for companies?

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