Social Customer Service

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Across
  1. 6. A type of automated artificial intelligence tool used to converse with users
  2. 7. A prediction of the net profit attributed to the entire future relationship with a customer
  3. 9. An app that enables users to message each other instantaneously – usually on a smartphone
Down
  1. 1. Tracking conversations online for mentions of your product, brand, or competitors
  2. 2. A social media user with a large audience who can drive awareness about a topic, product, or service
  3. 3. The interaction between people and brands on social networks.
  4. 4. A social media user who makes offensive or annoying postings which provoke other users
  5. 5. Someone who talks favorably about a brand or product, and passes on positive word-of-mouth to other people.
  6. 8. The potential audience that a message can reach