Tapping into Twitter for Customer Self-Service – Podcast

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Saddletree Research Podcast Series

On his latest Podcast Series installment, Paul Stockford shares recent research that over half of U.S. based contact centers use some form of social media for customer service. And while Twitter continues to grow in use, Facebook for customer service is in decline. Tobias and Paul discuss why that is and what the opportunism are for self-service applications on Twitter.

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Rebecca Anderson

Rebecca Anderson writes on the latest research and trends related to the customer experience focusing on omni-channel and the agent experience. Rebecca provides strategy for Aspect’s social media and public relations objectives.
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