Do Automated Facebook Responses Defeat The Purpose?
As demand for customer support on Facebook and other social networks increases, it will be increasingly difficult for companies to keep up. But appeasing customers will garner the customer loyalty they depend on.
As demand for customer support on Facebook and other social networks increases, it will be increasingly difficult for companies to keep up. But appeasing customers will garner the customer loyalty they depend on.
In order to evolve with the social networks, companies are already finding themselves turning to automated responses, similar to how phone operators were replaced by automated systems — a trend that can only continue to expand, Altimeter Group Analyst Jeremiah Owyang predicted in a post on TechCrunch.
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