Social media is an indispensable marketing tool for modern businesses to provide customer service around the clock. Using Facebook or Twitter is a highly effective method of resolving or engaging with ...

Customers prefer social media channels over telephone support, but many are finding companies fail to meet their expectations. What does it take to deliver a great customer experience on social media?

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 ...

Social media platforms do more than attract new customers and promote products; they can also play a pivotal role in keeping the customers you already have. A thoughtful social media marketing ...

Social media has become a part of everyday life. Case in point: Eighty-one percent of people in the U.S. have a social networking profile, and the number of worldwide users is expected to reach 3.02 ...

If you want better customer service -- and who doesn't? -- there are strategies, and there are social media strategies. Like many consumers, Ryan James, has discovered the latter lately. When he ...

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 ...

Customers get in touch with brands because they need to, not because they want to. This is why it’s important to be ready to offer support on every channel to meet your customers’ needs, and today ...

Today, this typically requires companies to provide customer service via social media, whether it’s Twitter, Facebook, Snapchat or Instagram. Essentially, if your customers spend time there, your ...

When travel expert Laura Begley Bloom forgot her laptop on a flight last month, she threw up a tweet in hopes of a small Christmas miracle. Her prayers were answered. Bloom, who is chief content ...