According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without...
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels....
