Social Enterprise

Customer Service Meets Social Media: Best Practices For Engagement

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Executive Summary

Social media sites like Face book and Twitter have drawn a critical mass of consumers. Their comments about the products and services are easily shared and visible to more and more people which can carry a lot of influence. In short, the social web empowers everyone to be an author. Social media has emerged as a prominent platform in the Web 2.0 revolution and has a direct impact on how companies engage with their customers. Contact centers must acquire an organizational skill set to tap into and respond to this powerful new channel. Social media sites like Face book and Twitter have drawn a critical mass of consumers. Their comments about the products and services are easily shared and visible to more and more people which can carry a lot of influence. In short, the social web empowers everyone to be an author. Social media has emerged as a prominent platform in the Web 2.0 revolution and has a direct impact on how companies engage with their customers. Contact centers must acquire an organizational skill set to tap into and respond to this powerful new channel.

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