Social media has exploded on the global map and completely transformed the lives and economies around the world. One major way in which social media has changed the manner in which brands and organisations operate is by raising the bar when it comes to customer service and expectations. Because barriers in communication have been reduced on social media, the bar of customer service has been increased in a substantial manner. This is mainly due to the fact that on social media channels like Facebook, Instagram and Twitter, people are free to share their thoughts and customer engagement experience, both good and bad with the wider world, making exceptional quality service, a prime need for brands and organisations around the globe.
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