How (And When) To Scale Social Customer Care

Social media continues to gain relevance as a customer service channel, especially with younger generations. Consumers often turn to social media channels for faster responses and public accountability, but not all brands are set up to respond to those inquiries as swiftly and effectively as they do on traditional service channels like phone, chat, or email. This report gives marketing executives and CX leaders guidance on when and how to successfully scale their social customer care function.