Managing Social Conversations Across Digital Channels

We all know that primarily social media is designed to enable conversations in the public domain and we all know that ideally you should interact with your customers in the channel of their choice. However, sometimes a conversation that starts on social needs to be taken across to a more private channel, where customer details can be exchanged and issues resolved. Here, we are looking at the most effective way to manage a social conversation across public and private channels, within the same team, using the same platform.

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