the three stages of social customer service maturity
DESCRIPTION
The social customer service journey of organizations can be broken down into three stages, from simply redirecting customers off social media and back to traditional service channels, through to a small team of social agents helping customers in an ad hoc way, and finally to a fully-resourced team, integrated into contact center processes, analytics and technology.TRANSCRIPT
Brands are recognizing that they must they o�er social customer service that delivers satisfaction, inspires loyalty and encourages advocacy.
This requires a fully developed social customer service operation – how socially mature is your Contact Centre?
Marketing 0 agents
67%say the most pressing
issue in 2014is improving socialcustomer service*
Social Customer ServiceHow mature is your brand?
Stage 1 Social Media for Marketing / Listening
Marketing &Customer Service 2-10 agents
62%believe they will lose
ground if they don’t adoptsocial customer servicetechnology in customer
service operations*
45%of dedicated solution
users are able toexcellently measure agent
productivity* Contact Center 10-100s of agents
Stage 3 Social as a Customer Service Channel
Stage 2 Social Customer Service Early Adoption
Publishing
Engagement
Fully Integrated
*Base: 159 US and UK Customer Service decision-makers. Source: A commissioned study conducted by Forrester Consulting on behalf of Conversocial, March 2014.