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Social Customer Care Study by International Customer Management Institute (ICMI)

"The ‘Normalization’ of Social Customer Service"

In a survey on the preferences and behaviors of social media customer service, Five9 and ICMI found that while more than 68% of businesses recognize social media as a necessary service channel, 60% of companies are not formally supporting social customer care. The study (and the infographic below) showcases the common challenges faced by organizations as they strive to provide better care to customers who prefer to engage through increasingly popular social media channels.

five9 social customer care infographic

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<a href=""><img src="" alt="Social Customer Care Infographic by Five9"  width="100%" border="0" /></a><br /><a href="">Social Customer Care Infographic</a> presented by <a href="">Five9</a>