The State of Social Support: 2015
This week I published “The State of Social Support: 2015,” which is live on the TSIA website for members. If you aren’t a member of TSIA and you would like a free copy of the report, read on! The report is based on my annual social support survey, which was open December 1, 2014-January 5, 2015. Over 250 responses were received. I will be giving a webinar this Friday, January 30th, to cover the results. The webinar is open to the public, and everyone who attends will receive a copy of the full report via email.
The survey and resulting report address two streams of social support: online support communities, and supporting customers via social media channels such as Facebook, Twitter and LinkedIn. For online communities, there are findings about program ownership, staffing, service level agreements, CRM integration, and more.
For social media support, there is also data on program ownership and staffing, as well as which social channels companies are leveraging to support customers, and how employees are being screened and trained for social skills. Here’s a peak at the social media channels currently used for support:
Twitter is the most popular social support channels, followed by YouTube (how-to and trouble shooting videos), and LinkedIn is in third place. Also listed are channels companies plan to invest in this year.
Please tune in this Friday at 8am PT and find out all the results. We will leave plenty of time for Q&A, so bring along your biggest social media challenge and I will offer any assistance I can. And remember–attendees will receive a complimentary copy of “The State of Social Support: 2015.” Here’s the link to register: http://www.tsia.com/webinars/January_2015_Industry_Pulse__Knowledge_Management/
Thanks for reading, and hope to see you online Friday!