Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations strive to adopt social media into their contact center, but few get it right.
Social media support is now adopted by more than 85% of organizations according to a recent 2011 TSIA social media survey, up from under 40% in 2007. However, only 14% describe their programs as “mature.”
The explosive growth of social media adoption among 18-34 year olds is a clear indication that it’s a ‘must’ to stay competitive in today’s market.
Use the following list of comprehensive steps as a guide to effectively support your customers through social media.