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IntroductionOne of the greatest global technological innovations of all times is social media. The technological tool has been helpful to organizations, concerning the issue of customer service. It is in this regard that marketers, economic and communication analyst have retorted to investigate the impact of social media on customer service. One of these analysts is Dan Gingiss (2019) with an article titled How to measure the Cost-Benefit of Social Media Customer Service. In the article, the author applies descriptive statistics to explain the cost-benefit of social media customer service. This paper will analyze the above article, its application of descriptive statistics, and lastly, its use in the real world.Article SummaryDan Gingiss (2019) in the article titled How to measure the Cost...
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