With the rise of social media platforms, such as Facebook and Twitter, the reach of social channels has grown and organizations have begun to strategize around utilizing these channels for both internal communication and for customer experience management (CEM). However, many customer support organizations have yet to fully embrace social media.

In this analyst insight from the Aberdeen Group, read about key trends in the use of social media for customer service and learn best practices for integrating social channels into CEM from Best-in-Class organizations.  Read on to gain insights into how you can:

• Improve customer satisfaction
• Reduce cost of customer support
• Increase customer retention rate
• And much more