According to our poll, one of the greatest grievances for contact centre professionals in providing customer service on social media, is marketing’s control of the channel, with 38% of the vote.
However, this was only the second biggest headache recorded, as getting management “buy-in or budget” was the greatest grievance, with 47% of participants selecting this option.
Poll – What Headaches do you Have with Customer Service on Social Media? – answers
Marketing own the channel – 38%
We can’t scale to meet demand – 16%
Cannot connect CRM data – 31%
Getting management buy in or budget – 47%
Skilling people – 36%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: Improving Customer Service on Social media Sample size – 108 Date: June 2012
Author: Jo Robinson
Published On: 22nd Nov 2012 - Last modified: 18th Feb 2020
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