Social Customer Service: The Pivotal Driver of the Social Enterprise
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While Customer Service and Contact Centers have always been important to a business’s ability to handle customer questions, resolve problems and deal with issues, the adoption of social media by Customer Service positions them as the unique driver of the Social Enterprise. Today’s savvy Customer Service groups are not only adopting social media, but are actively integrating interactions in social media with traditional interaction channels. Customer Service is now driving the voice of the customer (VOC) cross-functional collaboration and that integration and use of VOC data makes all departments more effective and efficient. By acting as a collaborative partner to provide VOC data to all other departments in the company, Customer Service is the pivotal creator of the new Social Enterprise.