Improving social customer service is the most pressing short-term priority for Contact Centers in the US and UK according to a study conducted by Forrester Consulting on behalf of Conversocial.
On behalf of Conversocial, Forrester Consulting administered a survey in March 2014 to 159 senior Contact Center executives in the US and the UK with headcounts ranging from 100–5,000+ agents to better understand how dedicated social customer service solutions compare to SMMS. The survey was distributed across Retail, Travel, Consumer Finance, Telecom and Utility companies.
When compared to SMMS and free solutions, Contact Center executives find that when they use a dedicated social customer service solution they are much more able to:
- Measure and optimize agent productivity
- Use the same Service-Level-Agreement metrics as in traditional channels (e.g. First Response Time, Average Handling Time and Average Response Time)
- Standardize social customer service delivery across agents
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