Customer service is inherently social. When you take away all the bells and whistles, it is and always has simply been a conversation between a company and its customers.
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Traditionally, the customer service department has been labeled as a cost center, pushing organizations to work endlessly to shorten call times, streamline customer responses, and do as much as possible to reduce the cost of a seemingly never-ending monetary black hole. In doing this, though, all personalization of company-customer contact has been stripped from interactions,Read more
