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

Summary

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

Analysis

  • 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

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.