Social Enterprise

Social Models Put Multi-Channel Service Back In The Spotlight

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Executive Summary

The migration of customer interactions from traditional assisted channels to online support and self-service over the past decade in many ways has enabled today's social marketing and service models. And while social channels are being adopted in service and support organizations, it's much slower going in sales and even slower yet in core business functions as many companies struggle to deal with diverse structured and unstructured information, manage finer grain trust models, and integrate social and established business processes.

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