Forrester Research

STUDY: Customer Service Via Facebook Hampered By Companies’ Choice Of Platforms

FrazzledCSR304

A total of 67 percent of companies surveyed by Forrester Research for social customer-service platform Conversocial admitted that social customer service is growing in importance and represents a pressing short-term priority in the U.S. and U.K., yet just 33 percent of the social customer-service solutions in use were selected by those companies’ customer-service teams, with marketing purposes determining the rest.

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