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 ...

Forbes contributors publish independent expert analyses and insights. I explore personal branding and storytelling in the digital age. Jun 04, 2024, 12:00pm EDT Transform your customer interactions ...

Nearly a generation ago, when social media was in its infancy, Facebook, Instagram, Pinterest, and Twitter (now X) were expected to completely take over the way that businesses communicated with their ...

Social media management solution provider Buffer acquired Respondly, a social media customer service and brand monitoring tool. The acquisition positions Buffer to move into the customer service ...

There’s no question that social media has changed the way customers interact with companies. The downside is that there’s a lot more pressure to respond to customer complaints that are aired on public ...

Sprout Social announces enhancements to its Care solution, including AI integration, improved workflows, and new compliance features for customer support. Sprout Social has introduced new innovations ...

Social media has enabled both consumers and brands to have a shared voice and interact on a public stage, creating a balance that addresses the wants and needs of both. Think it’s easy to leverage ...

WebFX reports that AI can enhance social media strategies through automation, targeted ads, and customer engagement, boosting efficiency and ROI.

Want to improve how your company uses social media? Look at traditional customer service for ideas about what customers want when they reach out to a company. Over half of brands (55.5%) do not not ...