Brands are recognizing that they must they offer social customer service that
delivers satisfaction, inspires loyalty and ...
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The Three Stages of Social Customer Service Maturity

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The Three Stages of Social Customer Service Maturity

  1. 1. Brands are recognizing that they must they offer 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 2014 is improving social customer service* @conversocial www.conversocial.com hello@conversocial.com Social Customer Service How 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 adopt social customer service technology in customer service operations* 45% of dedicated solution users are able to excellently 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.

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