ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


The Current State of Social Customer Care

Just a few years ago social media was considered an emerging channel for customer service.  Today, it’s mainstream.  Recent Conversocial research indicates that 55% of the C-Suite values social customer service and 65% of CMOs are looking to get rid of broad target audiences so they can treat customers as individuals with unique needs.  This growing recognition of the importance of social customer service is impacting the customer service industry in a big way!

That’s why ICMI is devoting all its resources to social customer service this month.  We want to empower your contact center to better serve your customers through social channels, and in turn improve the customer experience.  To kick things off, we’re sharing this infographic from Conversocial based on the findings from their 2014 study on the state of social customer service.

One of the most alarming findings of this research: 43% of customers expect seamless issue resolution regardless of the service channel. This makes the contact center more critical than ever, as customer expectations continue to rise, and the margin for error is shrinking.

Is your contact center keeping pace with current social trends? Check out the infographic below, and for a deeper dive be sure to read Conversocial’s latest whitepaper: The Definitive Guide to Social Customer Service.