Five9-sponsored a social customer care survey, conducted online by the International Customer Management Institute among 408 contact center professionals. The research shows that more than 68% of businesses recognize social media as a necessary service channel, yet 60% of companies are not formally supporting social customer care because they don’t feel they have the right resources or tools in place to begin offering social customer care.
According to the survey
• Almost 40% of consumers already use social media for customer service.
• More than 68 percent of businesses say social is a necessary service channel with 55% of companies feel social support is a competitive differentiator
• Over 50% of Companies are not formally supporting social media for customer care
Most companies don’t feel they have the right resources or tools in place to support customers via social media. The biggest challenges that customer service teams face when trying to offer support via social media include:
•Providing accurate reporting and analytics – 80 percent
•Listening to all the social activity – 74 percent
•Integrating social with CRM – 73 percent
•Observing and coaching agents – 68 percent
•Prioritizing customer responses – 66 percent
•Arming agents with tools to quickly and effectively solve problems – 63 percent
•Eliminating SPAM from agent queues – 58 percent
•Routing posts to the correct agent – 53 percent