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Social Customer Care: It's Still About People

Social Customer Care: It's Still About People

Despite the changes that social media has brought over the last five years, customer service is still about people. It is still about the way people communicate and engage with each other. Even as the delivery model shifts towards one that is more responsive, more contextual, more pre-emptive, its success will depend on the degree to which, in spite of all the technological rewiring and wizardry that is taking place, empathy can rise above its inherent transactional underpinnings.

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