A version of this post was originally published on WIRED Innovation Insights. View the original full-length version here.
In looking at customer care, one reoccurring theme is social and the need for "the normalization of social." In general, social as a customer care channel will become much more commonplace. C-level executives are keen to leverage existing infrastructure, common metrics and incentive programs that have a proven track record. Below are four key areas that will be top priorities in social customer care in 2014:
Overloaded marketing departments will force the issue of social customer care
Traditional contact center managers will embrace social as a promotion vehicle
Development of new SLAs and KPIs made for social care
Best practices for social engagement customer care will emerge
In conclusion, social engagement for customer care will accelerate in 2014 because of the leadership of some of the top brands. As senior management calls for traditional management of social channels, the natural reaction will be to set up measurements, incentives and best practices. This year is the turning point for much more of this activity. The tools are available and the trailblazers have set the stage for the next wave of practitioners to embrace social as a customer care channel.
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