Don Schultz once said, ”Social media creates communities, not markets.” Businesses today are also living up to this fact and using social media to create personalized relationships with their customers.
Most companies have integrated their contact center services with social media platforms like Facebook, LinkedIn, Google+ and Twitter. Increasingly, these are the channels through which consumers solicit and receive customer service. Businesses which are still considering to venture into social media platforms are required to do so immediately. This is because it has been found that 49% of customers who complain about a company on Twitter, expect the company to read and resolve it at the earliest.
This infographic by Salesforce Desk would help you to understand, how and why it is crucial for contact centers to integrate their customer service support with social media channels.