Which of the following statements about modern customer service is true?

Engagement through platforms like Facebook and Twitter has become increasingly important in the realm of modern customer service. As customers shift towards digital communication, social media channels offer a venue for businesses to interact, support, and resolve issues quickly and publicly. This engagement not only enhances the customer's experience but also builds brand loyalty and trust, as customers appreciate timely responses in a platform they frequently use.

The combination of increased user activity on social media and the expectation for immediate responses highlights the significance of these platforms in contemporary customer service strategies. Businesses that utilize these channels effectively can enhance their reputation and improve customer satisfaction by acknowledging and addressing concerns in real time.

In contrast, the other statements don't accurately reflect the current trends in customer service. Connecting products to the internet—often referred to as the Internet of Things—does tie into aspects of customer service by enabling proactive support and enhanced user experiences. Self-service increasingly incorporates IoT technologies by allowing customers to troubleshoot issues using connected devices. Moreover, while data collected from IoT is valuable, knowledge bases serve a different purpose in knowledge management rather than being a direct repository for IoT data. Thus, the focus on social media engagement remains the most accurate reflection of a true statement about modern customer service.