If you’re interested in how other companies are leveraging social media and using it for customer service you really want to check out what research The Social Customer did with analysis from Brent Leary, CRM Essentials.
Here’s an overview:
The future of customer service is here! Did you know that most companies- even large enterprises- have fewer than five customer service professionals engaging customers on social channels?
More of your customers are turning to social channels, and are looking to other customers for product/service insights and assessments. Smart marketers need to know how social channels are used to engage their customers.
To meet this need, The Social Customer invited members of our community, as well as members of The Society of Consumer Affairs Professionals (SOCAP), to participate in a short survey to help us better understand how companies are using social technologies to support their customers. From the responses we received, we’ve compiled new, revealing data and insights on current customer service practices and social media’s role in them.
We’ve produced a white paper, The Social Customer Engagement Index, with insight and analysis from Brent Leary of CRM Essentials LLC. What you will find is a detailed and insightful look at the survey results and enterprise adoption of social tools to better serve and support customers.
With 87% of those from the larger enterprises (over 1,000 employees) identifying themselves as managers and directors, this white paper provides valuable information that will help you successfully integrate social tools and methodologies into your company’s customer service processes.
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