Research firm Gartner predicts that by 2020, 90% of companies will be providing social media customer service.
This is important not only for customer service professionals, but also a growing number of marketing and sales executives – since companies who ignore support requests on social media see an average 15% higher churn rate than companies who don’t (Gartner).
And the rewards are there for those who do invest in social media customer service – as companies who do engage and respond to customer service requests over social media see an increase in spend by 20-40% with those customers (Bain & Company Study).
So what should business leaders be doing?
In this webinar, Jeff Swan will share a best practice model with tactical tips to help you build better relationships with your customers on social media.
Key Webinar Takeaways:
- Why social media is so important in modern customer engagement
- Analysis of social media strategies big brands are doing well at – or not so well at
- The six tenets of success in social media customer service
- How to leverage technology to help you achieve your customer engagement goals on social media
Kaye Chapman is the Content & Client Training Manager at Comm100. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions.