How has the rise of social media transformed customer care practices?

While social media has transformed customer care, it comes with some downsides: 

Increased Pressure for Immediate Responses: social  media operates 24/7, and customers often expect fast replies, sometimes within minutes. This can place immense pressure on customer service teams, making it challenging to meet expectations around the clock.

Public Scrutiny: Customer complaints and issues are visible to everyone on social media. If not handled carefully, even a small issue can escalate and go viral, potentially damaging the brand’s reputation.

My suggestion is to set reasonable expectations on social. For instance, list your business hours instead of letting customers think you are open 24-7.