In today’s social world, expectations have changed. Now, more than ever, your customers are turning to social channels for fast and personalized service. Half of your customers expect a social response within an hour, and more than a day is too late.
How did companies react to this phenomenon? Social service teams came into fashion. They operated outside of traditional support depatments with their own set of goals, tools and processes. Soon, companies realized social service needed vital customer data to succeed and customer service reps needed to hear the social conversations.