What's Your Social Customer Care Strategy?

Posted by Rachel Brink on Jul 30, 2015 11:37:00 AM

As the Internet and mobile devices become faster and more efficient, the number of communication channels available to consumers seeking customer support continues to rapidly expand. What was once a purely telephony-based task has since expanded to alternative channels, including email, text, chat, video—and increasingly, social media. In fact, nearly one in three social media users prefers to reach out to a brand for customer service through a social channel compared to the phone. And by 2020, it is estimated that an astounding 90% of customer service inquiries will be handled through social channels. Touted for its convenience, speed, and ease-of-use, this relatively new channel appears to paving the way for the future of customer service.

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Topics: social media, social customer care, social care

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