Social Media Becoming Vital to the Customer Service Experience

From that historical day in 2003 when Mark Zuckerberg revolutionized social media with the launch of Facebook to the groundwork laid by his forbearers (MySpace and Friendster) to every tweet in-between, social media has come a long way.

Social media used to be just a way to keep in touch with old high school pals and to stay connected in a more interactive way than just over the phone or via e-mail. However, with each passing year, businesses are discovering new ways to utilize social media platforms. In fact, the Aberdeen group predicts that 70 percent of businesses will use social media as part of their customer service programs by mid-2014.

Many of the best call center solutions already foster a strong social media presence. For example, social media analytics enables call center agents to address innocuous mentions of their brand to hopefully convert those previously flustered customers into brand advocates.

In continuing to treat social media as more than just a way to chat with friends – and more as a method for addressing customer concerns more efficiently than ever before – it seems inevitable that social media will only continue to be utilized by businesses in the years to come.

Just by taking a look at the five-fold increase in the adoption of social customer care programs from 2010 to 2013 (12 percent in 2010 vs. 59 percent in 2013, according to Aberdeen) it’s exciting to think about the ways in which call centers have put themselves in front of this trend, coming up with the call center solutions that every consumer wants and needs.

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