The Challenges Behind Using Social Media for Customer Support Initiatives

the-challenges-behind-using-social-media-for-customer-support-initiatives-thumbThe emergence of social media over the past decade has revolutionized the way businesses communicate and interact with their customers. And as enterprises have gradually discovered the general merits of a well-managed social media platform as it relates to marketing, many are attempting o tackle the broader challenge of applying it to customer service. In fact, 67% of contact center executives believe social media is a necessary customer service communication tool. However, a growing number of customers are dissatisfied with the service they receive (or lack there of) on social channels, a problem many businesses are struggling to resolve.     

In this brief, you’ll learn:

  • The challenges businesses face when applying social media to customer service
  • The current state of multichannel communication and customer expectations
  • The role business processes play in creating a sustainable social customer care strategy
  • Where technology fails social media, and how to successfully bridge the gap

Like what you read? Share it!