Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

Traditionally, customer service was confined to phone calls and emails. However, the advent of social media has shifted this paradigm. Platforms like Facebook and Instagram now serve as touchpoints ...

With the popularity of social media, more people are veering away from traditional channels like calling or emailing to voice their opinion of companies, opting to do so over sites like Facebook and ...

Social listening is the process of monitoring and analyzing social media conversations to understand customer needs and preferences. It is a valuable tool for businesses of all sizes, as it can help ...

eWeek content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More Artificial intelligence is having a dramatic impact on how ...

Proactive engagement wins. Instead of just reacting on social media, build meaningful conversations for stronger customer relationships and brand loyalty. Timely responses matter. Meeting customers’ ...

NEW YORK--(BUSINESS WIRE)--Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced that Vueling – a Spanish airline and part of ...

Opinions expressed by Entrepreneur contributors are their own. Customer service has never been more important. Today’s customers not only desire fast and seamless service but also expect a ...

Social media distributes breaking news in real-time, hosts debates, sustains political campaigns and even helps elect world leaders. For many businesses, Twitter and Facebook have become critically ...

Bob and Cindy Gribble are having problems with their 2011 Chevrolet Silverado. They recently turned to Facebook for some answers. "It lunges and stalls and has [an] awful noise in the rear like ...