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The major social media platforms have been churning out a cyclone of updates. Here are some of the most relevant changes for brands engaging in social customer care.
Our appetite for a "jolt" is part of our history. We used our social media monitoring tools to learn more about the current energy drink market.
While summer is a time to sit back and unwind, Twitter and Instagram have been hard at work introducing fresh new features.
Any time a pharma organization engages in social media monitoring, they have to be prepared to uncover potential adverse events. Here are 7 best practices for managing this process.
A look at the social media trends that are changing the ways contact centers interacting with customers.
Jackie Gong highlights how pharma companies in China are using WeChat as an IT contact center support channel.
A look at recent customer service related enhancements to Twitter and Facebook, and a study legitimizing the use of Twitter for customer care.
Today’s more advanced social customer care activities require coordination among key stakeholders — namely, marketing, consumer affairs and external brand agencies.
At CBI’s Bio/Pharma Contact Centers conference, we presented on how social media and digital health can help turn a contact center from re-active to pro-active.
The following post was adapted from Social Media Customer Care National Champion on johnmacdaniel.net. Congratulations to Duke University. After starting with 68 teams, you clearly are the NCAA 2015 Basketball[…]