Gartner Research

What You Need to Know About Social Media for Customer Service

Published: 12 September 2013

ID: G00252494

Analyst(s): Michael Maoz, Jenny Sussin


Customer service and IT leaders must understand the impact of the five most popular use cases of social media for customer service to stay relevant and to excel. These include the employee roles, processes and technologies that support them.

Table Of Contents


  • Introduction
  • Social Media Engagement for Customer Service
  • Peer-to-Peer Communities for Customer Support
  • Enterprise Social Networking for Customer Service
  • Service Feedback
  • Service Process Analysis
  • How It All Works Together

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