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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!
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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