Description: Imagine you purchased a product from a brand online, only to receive the wrong product from the shipping carrier. You take to social to resolve the issue. Not only do you expect a response, but you expect a personalized response unique toyour situation. One-on-one human contact with a real person who actually talks to you without a script. Where once a scripted reply would have been accepted, today, customers have graduated from seeking support from brands on social to seeking personalized real-time support from brands on social.