Social Media

"The most important thing an SMB can do ... is be proactive and ready to help [customers] right at the moment they need it," said Linda Crawford, CEO of Helpshift. Companies must streamline support systems to resolve issues faster and more efficiently, she said. An up-to-date knowledge base enables ...

Germany on Monday began enforcing its new Network Enforcement Act, or NetzDG, which imposes a fine of up to $60 million on social media networks that fail to remove hate-inciting posts promptly. The controversial law, adopted in mid 2017, just entered its formal enforcement phase. It is designed t...

Moves that allowed major e-commerce players to jockey for position both off and on the Internet made headlines in 2017. "The year was a triumph for market leaders," said Mike Comstock, a senior adviser at GrandCanals. "Leading companies like Amazon, Target and Walmart just got stronger, as they have...

Is social media evolving into an antisocial medium? Days after one of its former execs argued that the answer is yes, Facebook published a post addressing the issue. "I think we have created tools that are ripping apart the social fabric of how society works," Chamath Palihapitiya, who once served a...

Snap aims to combat fake news on Snapchat by separating content from professional creators from postings by friends and family. Stories and Chats from friends will appear on the left side of the camera, while Stories from content creators, publishers and other members of the community will appear on...

This is the question that keeps me up at night after seeing the news of Russian influence through social media, and the rapid rise of road deaths due to smartphone use. I wonder if the executives in these firms understand not only that dead customers don't generate revenue, but also that some of th...

Facebook on Tuesday announced that it was preparing a plugin to its popular Messenger platform that will allow a website's visitors to chat with a human or bot without leaving the location. Customer Chat is one of a number of changes in the version 2.2 update of Messenger platform revealed at the We...