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The Role of Social Media in Omnichannel

The Role of Social Media in Omnichannel

The rise of social media as a customer service channel has often been de facto, in that customers have actively sought out the company’s Facebook page or Twitter account to communicate with it, even if the company originally had a social media presence only to disseminate information. For the foreseeable future, experts expect social media to remain a relatively minor channel in terms of overall number of interactions compared to telephony, but one with the potential to be strongly negative to punch well above its weight and many senior executives within most companies are treating the channel with a great deal of respect.

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