What’s Happening in Customer Care: Top 5 Trends

This article is written by Kenny Lee, Head of Partner & Demand Marketing, Data & Enterprise Solutions at Twitter.

With more than 3 billion people on social media this year, it’s natural that more consumers are using it to connect with businesses when they have questions, compliments, or complaints. Customers expect the ability to connect with companies online, which means more customer service teams are turning to social media as their primary way of reaching out.

From the rise of direct messaging and chatbots to more sophisticated social data, here are five customer care trends we’ve noticed at Twitter in 2018, and expect to hear more about in 2019.

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