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TELUS International: Social Care | white paper
Benchmarking Social Media Customer Service | Opportunities & best practices for social care
Big brands like Apple, Dell and Google are embracing the opportunity to provide customer support using dedicated social media channels. TELUS International has defined this as “social care” – the efforts employees make through social media (Twitter, Facebook, YouTube, etc.) to care for customers. Most companies are still at the early stages.
TELUS International commissioned a social care benchmarking study using independent consultants from SPOT Consulting and
Social Dynamx, including best-selling author and social strategist, Dave Evans. The study examines the social care practices of seven Fortune 500 companies in consumer electronics. Findings show that:
- Social care is emerging as a customer service strategy
- There is a real opportunity for social care to enhance (and even lead) brand perception
- Best practices are emerging but are not consistent, even among high-tech leaders
- And more!
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Measuring Social Media in the Contact Center
Metrics & ROI for Social Care