Get Serious About Social Customer Care

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In the recent webinar by Lithium Katy Keim the CMO at Lithium and Kate Leggett from Forresteter Research debates on why social customer care is good for your business.

Official annotation:

The number of consumers using customer communities or forums for customer service has increased by 50% since 2009. The number using microblogs (like Twitter) for customer service has doubled.

Today, 33% of US adult shoppers prefer self-service channels for customer care. This figure is only expected to grow as more ‘digital natives’ come of age. But just 6% of brands believe their agents are proficient at managing service requests through social channels, and 16% think they do a poor job.

Join Lithium Chief Marketing Officer Katy Keim and our special guest, Forrester Research, Inc, Principal Analyst Kate Leggett, as we reveal new research–The Emerging Role of Social Customer Experience in Customer Care. Join us May 2nd and learn:

  1. Why social customer care is good for business.
  2. What challenges brands must overcome in delivering service through social channels.
  3. Who’s doing social customer care right and the ROI they get.
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