This Customer Service Week, it’s essential that brands revaluate their online service strategies to enhance the customer journey and improve sales. As social commerce continues to grow in popularity, brands must adapt their digital services to offer real-time, personalised responses to customer queries on social channels.

Conversational AI technologies are key to enabling faster interactions online, with most brands already using chatbots to provide routine answers to basic questions. An AI-based CX platform can handle the most urgent queries effectively, giving social customer care teams a single view of all previous customer interactions and other relevant data. This is a competitive differentiator for brands when providing speedy, personalised resolutions to customer queries at scale.