Key findings from the research study include:
-- Only 25% of companies feel their customers are extremely engaged in their brand
-- 90% of customers find the features of social customer service extremely useful or somewhat useful
-- 93% of customers would be MORE satisfied with customer service if they were offered their channel choice
-- Self-service is said to increase deflection rate or lower volume to other channels by 57% of study participants
-- Agents use social media personally, but don't feel comfortable doing so in the contact center
-- 72% consider Mobile a necessary channel; although only 39% of companies support it as a channel.
More information on CRM and social media can be found at www.CRMindustry.com