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Does Your Contact Center Offer Social Media as a Customer Support Channel?

By Erica Marois | Date Published: February 05, 2014 - Last Updated August 22, 2018 | Comments

Does your contact center offer social media as a customer support channel?

72% of recent ICMI Quick Poll respondents say their contact center offers social media customer support in at least one channel.  How does this compare with ICMI research from 2013?

In Q2 of 2013, ICMI gathered data from 361 contact center leaders through the "How can Emerging Channels be Leveraged to Improve the Customer Experience?" survey. At that time, only 47% of respondents said their contact center offered social media as a customer support channel.

Is this an area of investment your contact center is considering in 2014?  February is all about social customer support at ICMI!  Be sure to follow along all month for infographics, articles, webinars, tweets chats, and more!

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Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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