Gartner: Social CRM for Customer Service Will Increase

Thursday Mar 10th 2011 by -
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Social CRM for customer service has only recently entered into the realm of the contact center.

According to Gartner, social CRM for customer service has the potential to bring new and dynamic methods for improving customer service. As noted in this report on Media Newswire, social CRM is also creating opportunities for new and existing providers in the customer service and contact center infrastructure markets.


"During the next two years, 30 percent of leading companies will extend the goals of their online community activities to the design of enhanced service processes, such as social CRM, according to Gartner, Inc. Social CRM for customer service has the potential to bring new and dynamic methods for improving customer service, and in doing so is creating opportunities for new and existing providers in the customer service and contact center infrastructure markets.

"Most deployments of social CRM are taking place in corporate marketing departments as an exercise in brand management, such as maintaining a presence on Facebook or Twitter. However, savvy customers are learning that the employees that manage interactions across these channels can also provide customer service functions — sometimes with much-faster responsiveness than that provided over formal contact center channels. As customer awareness and use of social CRM for marketing as a back door to customer service increases, Gartner believes it will rapidly progress from an exception-handling situation to a process that needs to be standardized to scale to broader use.

Read the Full Story at Media Newswire

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