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With a the growing amount of technology platforms to reach brands, social media has become an important space for customer service. In order to keep up with the popularity of these platforms and increasing amount of social interactions, brands are adapting by structuring their teams and departments to deal with volumes of inquiries in a personalized way.
Some of the many topics this report covers are:
- The social landscape of customer service (what airlines and hotels are doing now)
- Challenges of scalability and personalization
- Social customer service metrics
- The future of social media customer service
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