Chapter 3 Design Figure 3-22. Social and collaboration requirements Social software applications like Instagram, Facebook, and Twitter have fast gained adoption, considering there is a strong social incentive to use them. When people are utilizing an application to reach out to you, then you should build social networks for that; you need to choose a solution that incorporates microblogging, social networking, dynamic profiles, and automated activity feeds. You need to decide on many factors on which social software solutions will be integrated with a DXP. You can integrate wiki for information sharing, Facebook authentication, and feed APIs to integrate user social interaction with the DXP; that will further enhance the user experience. You can implement a rule-based chatbot for automating frequently asked queries by the user. • Live chat: Live chat is one of the customer servicing tools. It provides chatting capabilities in real time via a chat window placed in the website or mobile application. 91