According to research conducted by Aberdeen Group, contact centers’ adoption of social media as a customer care channel has grown more than four-fold since 2010. This increase reflects many of the benefits that organizations are seeing from investments made in this area, including elevated customer service rates, annual increases in customer lifetime value, and greater year-over-year change in client retention and first contact resolution, as well as improved average handle times.
By following the lead of companies that have successfully incorporated social media into their omni-channel mix, you can help your organization achieve similar results. The infographic below outlines several of the key steps identified by Aberdeen in their report, Social Customer Care: Steps to Success in 2014.
Discover how to implement a game-changing social care solution that integrates social media into the day-to-day contact center operations with Aspect Social.