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Research Document published by Ovum: Social Media as a Customer Support Channel : Best Practices

By: Oracle

So far, most enterprises have only addressed the opportunities for using social media in marketing.

They have adapted their marketing strategies to benefit from the new revenue and branding opportunities provided by social media. But in order to create a cohesive customer experience strategy and connect data across departments, enterprises need to include social media response in their customer service function. Agents should be empowered to handle interactions in social media, and to escalate to other channels where necessary.

To learn more download this Ovum Research Document.  Compliments of Oracle.

Tags : social customer service, social media, customer service, customer care, contact center, social contact center, social customer care, social care
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Published:  Nov 06, 2013
Length:  17
Type:  White Paper