Whitepapers

Social Media is Essential to Customer Engagement

Organizations can make the mistake of treating social media as a ‘back burner’ channel, viewing them as a lower priority than traditional channels. 45% of brands take more than five days to respond to messages through their Facebook pages. Compare this with the fact that 60% of customers expect a response within an hour, and you know there’s a gap to be bridged. Social media could be key to your contact center customer experience.

woman smiles at a phone after receiving great CX

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Social media is integral to modern business.

1 billion messages were exchanged between people and businesses every month in 2021.
88% of consumers are less likely to buy from a company that leaves their complaints unanswered.
36% of respondents to a U.S. survey said “great customer service” is a motivation to recommend a brand online.

To bridge this gap and enable a truly omni-channel customer experience,
organizations must break down the siloes that prevent a seamless user experience, and ensure their social media channels are fully-integrated with the rest of their contact center operations.