Social Media Services Trends in Customer Care Outsourcing
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Social media is a hot topic in today's customer care conversations, and for good reason. Social customer relationship management (CRM), also referred to as SCRM, is having an enormous impact on customer care today. Customer care providers have largely taken the dive into the world of providing social CRM to their customers, whether with large and comprehensive offerings or at a minimum with some basic services allowing their customers the opportunity to dip a toe in the water of social media. These services being relatively new offerings, providers are wading into unchartered territory. This recently released whitepaper from IDC titled "Social Media Services Trends in Customer Care Outsourcing" discusses the social CRM services offered by customer care outsourcing providers and illustrates the characteristics and trends as well as the benefits and challenges of these services. This whitepaper also provides a highlight summary of several customer care providers' social media service offerings.