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Digital Customer Service Is Accelerating

When we are seeking to contact a certain brand or business, “I’ll send them a Facebook message, it’s faster” is a phrase many of us will use when they want to contact them. Social media channels can be seen as a digital customer service center. Digital customer service centers are probably one of the finest revolutions of the Internet. Today, whether we like it or not, all of our customers are online and it’s up to us to ensure we are there with them. Our customers are interacting through multiple channels irrespective of time, place, device or medium, it’s important that companies are present for their customer’s digital experience, especially if something goes wrong.

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The Importance of Social Sharing

It is not enough to just have a social presence for your business anymore. One of the primary objectives is to get people to talk about it and share your content with others. With Facebook implementing their most recent algorithm change, which balances content from friends vs brand pages in our News Feed, marketers need to understand that we are competing attention in the social world. To quote Facebook; “content posted directly by the friends you care about, such as photos, videos, status updates or links, will be higher up in News Feed so you are less likely to miss it.”

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