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Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement
Social media tools continue to grow in popularity, as they provide an effective way to communicate with vast groups of people while also enabling extremely personal interaction. Twitter, Facebook, and other social channels allow for customer service organizations to provide more efficient, effective customer experience management (CEM.) However, many customer service companies are still not harnessing the full potential of social media.
Read this insightful report from the Aberdeen Group to learn how successful companies are leveraging social channels to communicate both internally and with customers. Learn about key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM from Best-in-Class organizations.