Archived Content

41% of Contact Centres Use Free Internet Tools for Social Media Management

Published On: 9th Sep 2015 10:06

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

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

41% of Contact Centres Use Free Internet Tools for Social Media Management

Topics:

Your Next Read