Trends Report

Brief: Take Social Customer Service Beyond Your Own Walled Garden

February 19th, 2015
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Danielle Jessee

Summary

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.

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