Social media is essential to customer engagement

Social media is integral to modern business.

  • 1 billion messages were exchanged between people and businesses every month in 2021.

  • 88% of consumers are less likely to buy from a company that leaves their complaints unanswered.

  • 36% of respondents to a U.S. survey said “great customer service” is a motivation to recommend a brand online.

To bridge this gap and enable a truly omni-channel customer experience,
organizations must break down the siloes that prevent a seamless user experience, and ensure their social media channels are fully-integrated with the rest of their contact center operations.

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