Page 12 - Geniecast LiveLabs: Customer Experience

FOR CUSTOMER SERVICE MANAGERS, SOCIAL MEDIA MANAGERS AND C-SUITE
SOCIAL MEDIA CUSTOMER SERVICE:
Developing A Social Care Program
For all the social dinosaurs out there, your aversion to the ‘customer-owned channels’ is becoming less and less acceptable. While this statistic speci cally pertains to Twitter, there is signi cant customer care volume increases on greener social channels such as Facebook Messenger as well. For example, after launching Facebook Messenger for customer care last year, Sprint saw an increase of 31% in private messages in only 3 months time. As Twitter, Messenger, Instagram and others continue to roll out innovative engagement features, be prepared to be there waiting, because that’s where your customers will be.
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