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During the month of May ICMI is devoting all it's resources to social media customer service. Gone are the days when social was considered an emerging channel. Social is here to stay, and whether you like it or not, your customers are using it for support.
This begs the question: which social channels are brands using to offer support, and which channels do customers prefer.
Our #ICMIchat participants this week had a spirited discussion around the current state of social media customer service and what must improve for the future. Read the recap below to see how other contact center are approaching social customer care. Weigh-in with your opinions below. Tell us which social networks your contact center uses to support customers.
Join us again next week (Tuesday at 1:00 EST) as Neal Topf leads a chat on Favorite Social Media Management Tools. Just follow and use #ICMIchat on Twitter to participate in the conversation.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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