The shift from the traditional call center to a full social media strategy in customer care is… something of an on-going experiment. Certainly a social media presence is essential for any company these days. However, many would argue that social meda channels like Twitter and Facebook are still on the back-end of the human aspect of customer care. While the growth of social media has been astronomical, the technology does not yet offer the real time tet-a-tet that call centers are structured upon. Only time will tell if social media has the capability to bridge the gap between these diverging customer care mediums.
Social Customer Service presented by Five9