Delivering a personalized experience over social media is critical for small businesses, but limited resources can make this challenging. Technology can help scale social media efforts, allowing faster customer support. Social engagement software enables real-time interaction, while chatbots provide 24/7 responses, reducing wait times. Authentic storytelling builds connections with customers, and social media monitoring offers valuable feedback. Analyzing social media data helps refine strategies. With 70% of consumers using social media for customer service and 50% switching after one bad experience, it's crucial to be responsive and continuously improve.

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