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All-in-One Social Media Management Systems are Failing at Social Customer Service
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All-in-One Social Media Management Systems are Failing at Social Customer Service

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SMMSs claim to help companies do everything social a company needs. But are they delivering what’s needed for effective, large-scale customer service? Forrester surveyed 150+ large contact center …

SMMSs claim to help companies do everything social a company needs. But are they delivering what’s needed for effective, large-scale customer service? Forrester surveyed 150+ large contact center execs, and the results show significantly higher levels of performance for dedicated social care platforms

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