Consumers are spending more time than ever on social media, with over 1.5 billion users on Twitter and Facebook combined. Customer service organizations face new hurdles in delivering quality social care and are scrambling to catch up.
Companies that get it right stand out from their competitors and reap the benefits. Those who ignore, run the risk of damaging their brand’s reputation – amongst a global audience. In the call center, social media adoption is expected to grow by 23%, more than any other technology.