Join us to preview results from the fourth edition of the The Social Customer Engagement Index, sponsored by SAP, an exclusive whitepaper being released later this year. In late 2013, we surveyed our audience on the use and effectiveness of social media tools for customer service. Results show that as companies gain more experience and further integrate social into service processes and teams - and align social service strategies more closely with the organization’s overall customer engagement strategy – they are seeing more positive impact from their efforts. Additionally, a greater number of service interactions are taking place over social channels. But even as the percentage of social service interactions increases, it still lags far behind traditional service channels like email and the phone.
Join us as we analyze the results and discuss how companies are succeeding or failing in integrating modern communication into their service strategies.