I was recently interviewed by MIND Business Consultants, an organization here in Germany collecting best practices and solutions all around providing customer service via social channels. This report has been published and as one of the experts contributing to this I wanted to share this here as well. The document is in German but if you have any questions please contact me either here in comments or via the usual social channels. You can download this report at the link below. This will take you to my SlideShare location.