Brief: Take Social Customer Service Beyond Your Own Walled Garden

The modern consumer uses social media to communicate with family, friends, as well as companies. In response, companies have increased their investment in social media as a customer support channel. Application development and delivery (AD&D) pros now have numerous tools at their disposal to help bring contact center processes to social customer care. But those tools only support the social channels directly controlled by brands. There are, however, thousands of other social communities in which customers congregate. This report will help prepare AD&D professionals for the day their companies offer customer service in social communities it does not own.

Publication: 
Forrester
Author: 
Jacobs, Ian
Document Type: 
Research
Paywall: 
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