41% of Contact Centres Use Free Internet Tools for Social Media Management

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According to our poll, 41% of contact centres rely on free internet tools to manage their social media channels.

However, the most common method of doing so is to use Voice of the Customer technology, as used by 53% of contact centres.

Poll – What technology do you use for Social Media? – answers

Free Internet tools – 41%
Single Customer Queue – 24%
Knowledge Base – 29%
Data Analytics/ Sentiment Analysis – 24%
Voice of the Customer- 53%

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

Source: Call Centre Helper Webinar Poll – Webinar: 10 Strategies for Social Customer Service Sample size – 249 Date: May 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

41% of Contact Centres Use Free Internet Tools for Social Media Management

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