The world of social has changed dramatically over the past few years. What started as a simple means for brands to communicate in a one-way, “broadcast” fashion to consumers has evolved into a multidimensional web of platforms and immersive media channels that make it easier than ever to engage with consumers in almost every way imaginable.
One part of this new social media dynamic is customer service. Initially, brands were a bit reluctant to shift customer-care efforts from traditional to digital.
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