Making the business case for social customer service

The cost benefit to improving social customer experience

You see the opportunity to use social media to create better customer experiences. But you also see the practical challenges ahead. You might be unsure how to ‘operationalise’ social customer service. And because social activity isn’t free, you need to make the business case.

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After reading this guide you’ll know how to:

  • Calculate the commercial returns

  • Avoid any hidden social media costs

  • Predict your exposure to customers interactions in social media

  • Work out how much resource you will need

  • Understand the skills your team will need

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