Gartner Research

How to Manage Social Media Engagements for Customer Service

Published: 13 April 2015

ID: G00276952

Analyst(s): Jenny Sussin


There's a notable absence of benchmarks that define what successful social media engagement looks like in customer service organizations. Application leaders supporting customer service, social business or digital transformation should initiate changes that set standards for social customer service.

Table Of Contents
  • Key Challenges



  • Determine How Many Customer Service Representatives You Should Dedicate to Social Customer Service
  • Develop Extended Business Hours for Social Customer Service Management
  • Ensure That Your Social Customer Service Organization Is Part of Your Overall Customer Service Organization
  • Conclusion

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