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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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