SOCAP International

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News & Trends for Customer Relationship Managers

Social Customer Service

Only 49% of companies worldwide use social media to track and follow up with customers. Read more: http://bit.ly/TrackSocial

Social Media is becoming a more common channel for consumers seeking a customer service response. More than one in five (23%) consumers say they have utilized social media to get a customer service response, a significant increase from 17% in 2012. Read more: http://bit.ly/2014GlobalBarometer

88% of consumers are less likely to buy from companies that ignore social channels. Read more: http://bit.ly/10ReasonsComplain

83% of consumers want to be recognized across channels and mobile devices. Read more: http://bit.ly/RecognizeChannels

More than 67% of companies believe that social customer service is growing in importance and is the most pressing short-term priority for contact centers. Additionally, 92% of companies view customer experience as one of their top priorities in the long term and 60% use it as a competitive differentiator. Read more: http://bit.ly/StagesOfSocial