Harnessing Social Media for Social Customer Care

Harnessing Social Media for Social Customer Care

Strategies to make Social Media an effective Customer Care channel

RELEASE DATE
25-Jan-2013
REGION
North America
Research Code: 9857-00-31-00-00
SKU: IT00132-NA-MR_01126
$1,500.00
In stock
SKU
IT00132-NA-MR_01126
$1,500.00
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Description

The contact center industry has been pushing the use of social media for over three years. However, adoption of social media as a fully-developed channel has not kept up with the hype. Now, with the help of vendors marketing into this space, customer contact organizations are developing this new channel, using intelligence gleaned from it across the organization. This Market Insight explores the challenges and best practices involved when turning social media into “social customer care” as part of a corporate social media strategy.

Table of Contents

Introduction - The Rise of the Social Media Channel

Key Social Media Themes

Supplier Responses

Recurring Challenges

Summary and Recommendations

Related Research
The contact center industry has been pushing the use of social media for over three years. However, adoption of social media as a fully-developed channel has not kept up with the hype. Now, with the help of vendors marketing into this space, customer contact organizations are developing this new channel, using intelligence gleaned from it across the organization. This Market Insight explores the challenges and best practices involved when turning social media into social customer care as part of a corporate social media strategy.
More Information
No Index Yes
Podcast No
Author Brendan Read
Industries Information Technology
WIP Number 9857-00-31-00-00
Is Prebook No