According to our poll, 41% of contact centres rely on free internet tools to manage their social media channels.
However, the most common method of doing so is to use Voice of the Customer technology, as used by 53% of contact centres.
Poll – What technology do you use for Social Media? – answers
Free Internet tools – 41%
Single Customer Queue – 24%
Knowledge Base – 29%
Data Analytics/ Sentiment Analysis – 24%
Voice of the Customer- 53%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper Webinar Poll – Webinar: 10 Strategies for Social Customer Service Sample size – 249 Date: May 2015