How can you create a stronger relationship with your customers?

Forrester Report

Social customer service provides huge opportunities to brands. Your customers are on social media and fielding their requests is not only more convenient for them, it’s also an opportunity for your brand to save money and build a reputation.

In the Forrester report, Build Customer Relationships with Social Customer Care, analyst Erna Alfred Liousas looks at the ways that social customer care can help your brand, including:

  • Reactively responding to customer complaints, preventing a more expensive resolution
  • Proactively seeking out customers to surprise and delight them
  • Learning from social insights to improve customer care as a whole

Report originally published December 17, 2015

The US Contact Center Decisions- Makers’ Guide 2017: The Social Customer Chapter

Today’s leaders need to be equipped and empowered to make decisions that drive significant CX impact. Knowing how customer’s feel about their interactions with your agents will help you discover emerging trends and themes, allowing you to improve service and minimize customer effort.

As you work to combine the efforts of social media and the contact center, you’ll need all the validation you can get as you begin to make tough strategic decisions.

In The US Contact Center Decisions- Makers’ Guide 2017: The Social Customer Chapter, we outline:

  • How social media is used within the contact centers as a service channel
  • The top five social customer care stats that are predicting the future of customer service in social media
  • Target response times you should be paying attention to as you implement internal benchmarks
  • In-depth tips for providing superior customer service on social media

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