17% of Contact Centres Don’t Use Technology For Social Media

According to our poll, almost one in five contact centres do not use any kind of assistive technology when handling social media.

Poll – “What technology does your contact centre use for social media?” allowed

None – 17%
Twitter/ Facebook Account – 65%
Free social media tools (e.g. TweetDeck, HootSuite) – 29%
Social Monitoring Platform – 20%
Blended with emails and calls – 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