According to our poll, almost one in five contact centres do not use any kind of assistive technology when handling social media.
Poll – “What technology does your contact centre use for social media?” allowed
None – 17%
Twitter/ Facebook Account – 65%
Free social media tools (e.g. TweetDeck, HootSuite) – 29%
Social Monitoring Platform – 20%
Blended with emails and calls – 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: 21st Nov 2012 - Last modified: 23rd Sep 2019
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