Owning Social Customer Service
Empowering contact center excellence for 30 years!

Owning Social Customer Service

Who's in charge of your organization's social customer service? Now that our customers are more consistently reaching out for service via non-traditional channels - like Twitter and Facebook - are we prepared to handle their requests? ICMI Quick Poll results reveal that 51% of those who answered have "PR/Marketing" at the helm of their social media channels. Only 1% said "IT" held this task, 7% said "Other," and 25% don't offer social customer service at all! However, 16% of you answered that "Customer Service" was in charge.

How does your organization stack up? If your contact center is NOT handling these requests, who is? Does this add an extra step (or two) into the process? Share your answers/experiences with us here in the comments!

Topics: Social Media, Site Operations


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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