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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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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