The Paradigm Shift from 1:1 to 1:Many on Social Media

https://www.oktopost.com/blog/social-media-customer-care-strategy/

Customer service has gone through a complete evolution! Back in the day (we’re talking early 90’s), customer support was done purely through phone. Companies would have external call centers or internal departments dedicated to handling customer inquiries. Next up, the emergence of the internet paved the way for two-way communication channels such as email, chat …

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