This study examines the social media customer service practices of seven Fortune 500 companies. Findings show that big brands are embracing social media as a customer service channel – and that "social care" can actually enhance (and even lead) brand perception. At the same time, best practices are emerging but are not consistent, even among industry leaders.
Download PDF AttachmentBenchmarking Social Media Customer Service – Opportunities & Best Practices
Customer Contact Week | 10/10/2011