The Impact of Marketing on Social Media is Giving Contact Centres Headaches

According to our poll, one of the greatest grievances for contact centre professionals in providing customer service on social media, is marketing’s control of the channel, with 38% of the vote.

However, this was only the second biggest headache recorded, as getting management “buy-in or budget” was the greatest grievance, with 47% of participants selecting this option.

Poll – What Headaches do you Have with Customer Service on Social Media? – answers

Marketing own the channel – 38%
We can’t scale to meet demand – 16%
Cannot connect CRM data – 31%
Getting management buy in or budget – 47%
Skilling people – 36%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Improving Customer Service on Social media     Sample size – 108   Date: June 2012