Abstract
Introduction
Oprah Winfrey and Ashton Kutcher use social networking services, making
headlines across the globe and raising consumer awareness of these emerging
communications channels. But some leading edge companies have started to offer
customer service and support through social media.
Scope of this research
- Primary research consisting of interviews with providers of social
networks, social media monitoring tools and contact center infrastructure
suites.
- Direct interviews with providers of telecommunications services, CRM
suites, knowledge management applications and systems integration services.
- Extensive secondary research drawing from the mainstream press, technology
trade journals and academic journal articles.
Research and analysis highlights
This report examines the potential market for customer service provided
through online social networking and how that customer service might be
expanded to formal contact centers. It looks at the trends driving customer
service on social networking sites and provides case studies of current use
cases.
Additionally, it examines the technological and cultural barriers to having
formal contact centers handling social media-driven customer service
interactions, as well as the benefits of doing so. It also presents a
potential competitive landscape, breaking down vendors that might have a role
in this future market.
Key reasons to purchase this research
- Understand the current use of social media for providing customer service.
- Learn how companies can benefit from bringing social media into their
contact centers.
- Learn which companies will help facilitate contact center' s adoption of
social media.
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