Taking Care of Customers?

According to SproutSocial, the following are going to be trends for 2018:

1. Higher Engagement Rates Between Brands & Customers – responding when they talk to you (in a timely manner)
2. Customizable Chatbots – software that can answer certain questions for you provided you set it up right
3. Brands Relying On Social Listening tools – a way to analyze what your customers are telling you
4. In-Platform Messaging – as another avenue for customer interaction
5. Instagram Stories – stories are what all platforms are really about when you think of it
6. More Augmented-Reality & Face Filters – platform toys rather than a real social media tool
7. Social Call-Out Culture & Taking a Stance – a difficult challenge for companies.

We recommend a focus on Engagement Rates, In-Platform Messaging and investigating Chatbots to ease the burden of responding to FAQs.

As to Social Call-Out, it needs to be addressed as part of your Brand Voice.  So if you have established your voice, it might be a good time to review.