ustomers are becoming more savvy and assertive, not only about what they want, but also about what they expect from a customer service experience. Thanks  to social media, one of the biggest and most drastic changes in customer service and support delivery in recent years is the immediacy with which a business must respond to a customer.

Customer support has become the new marketing, and a public forum where anyone can see how a company is handling its customers can say much more than a paid marketing campaign.

Below are the features that are found in customer service and support solutions and online customer support software you need to be looking for.

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