You know that digital and social are the future of customer service. The question is: how do you get there?
Your business needs to see undeniable value to invest in the resources needed to design, build out and operate a fully functional, high-impact social customer service team. Saddling existing agents with expanded duties has been a Band-Aid solution.
But now volumes are rising, and you’re at the point where a full-fledged social customer service team just makes sense. It’s imperative to supporting exceptional customer service, and to your success.
What do you need to know, and do, to create a truly sophisticated social customer service team?
In this white paper from Lithium, you learn:
- How to sell the idea of a focused social customer service team to internal stakeholders
- How to build that team
- The key metrics and operational aspects involved
- Customer implications
- Revenue impact to the business
- …and more