Social Media Meets Tech Support: By the Numbers
The top attended session at October’s Technology Services World Conference was from Shawn Santos, TSIA’s Director of Programs & Community, entitled “Change is the Only Constant: How Social Media is Transforming Customer Service.” The content for the presentation was from the first TSIA member survey on social media, and I will be highlighting some of those results in Thursday’s Webcast, “Join the Conversation: How to Integrate the Social Web into Customer Service & Support.”
I plan to provide data to give insight on the top questions I receive regarding online communities and social media:
- Who should own social media initiatives?
- How do we staff social media projects?
- What social media channels should we use/leverage?
- What is the ROI story for social media?
- How to select which social media channels to pay attention to, or provide service to customers via?
We will also hear from Kyle Christensen, Director, Product Marketing, Salesforce.com, about the Service Cloud. The Service Cloud 2 announcement from Salesforce included knowledge management, crowd sourcing, Twitter integrations, contact center integrations, and other features, along with core CRM capabilities, allowing companies to bring social media channels into the 360 degree view of the customer automatically.
The ROI issue continues to thwart member companies. In fact, when asked what the barriers are for industry adoption of social media to support customers, the number one answer was “unable to measure ROI.”
There are a lot of opinions on this subject, from those clinging to call deflection as a means of cost justifying communities to those who say embracing social media shouldn’t be viewed in terms of ROI. I think everything should be viewed in terms of ROI, but that doesn’t mean anything without 100% ROI is a bad investment. We are beginning to see success stories about communities and adoption of social media channels from members, particularly in STAR Award applications, and I look forward to bringing you more case studies on measuring cost and effectiveness of social media in the months to come.
Thanks for reading, and please join in for Thursday webcast!
This entry was posted on December 1, 2009 at 3:58 pm and is filed under Consumer Support, customer support, Enterprise Support, social media, Technology. You can subscribe via RSS 2.0 feed to this post's comments.comment below, or link to this permanent URL from your own site.