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#ICMIchat Recap: Social Customer Care

By Erica Marois | Date Published: May 15, 2014 - Last Updated August 22, 2018 | Comments

Does your company formally offer social media customer care?  If the answer is "no" you're not alone.  Recent ICMI and Five9 research revealed that only 40% of companies offer formal social support.

Why is this the case?  Our #ICMIchat this week explored the barriers to implementing successful social support in the contact center, and also shed light on some of the many benefits.

Is 2014 the year for social in your contact center?  Be sure the read the recap below for a lively and engaging discussion packed with many tips for implementing social support.

You can also download a complimentary social playbook here!

Join us again next Tuesday at 1pm ET for another #ICMIchat.  Our topic: Best Practices for Optimizing Multichannel Support.

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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