Customer Experience News & Trends

How important is social media to contact centers now?

Think social media is a passing trend in customer service? New research might change your mind – and social media plan.

Almost 20% of companies already work with customers on Facebook and/or Twitter. Another 30% plan on doing it in the next year, according to the Dimension Data 2011 Global Contact Center Benchmarking Report.

Many of your competitors are likely already helping customers, responding to them and fielding complaints via social media. If you aren’t ready to tweet and post full-fledged yet, try these hassle-free ways to get involved in social media.

  • Ask agents who are already active on social networking sites to post on and respond to a Facebook page set up by Marketing for your company. One caveat: Create a policy on what they can post.
  • Use YouTube as a new way to instruct customers. Post how-to videos you shoot in-house on using your products.

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