Hypatia Research Group Presents Webinar “Exploiting Social Intelligence for Customer Service & Support Excellence”

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Return on Investment from Social Customer Service and Support Initiatives Higher Than All Other Business Use Cases. Not surprisingly, 44.4% of customer service and support executives cited "the ability to respond to customer requests for support, service or information promptly" as the highest reason for investment in social engagement tools."

CUSTOMER SERVICE & SUPPORT: RETURN ON INVESTMENT FROM SOCIAL MEDIA ANALYTICS & INTELLIGENCE

Industry analyst and market research firm Hypatia Research Group announces a webinar Tuesday, March 26, 2013 entitled “Exploiting Social Intelligence for Customer Service & Support Excellence” hosted by Aspect Software.

Webinar: Social Intelligence for Customer Service & Support Excellence
Tuesday, March 26, 2:00 pm EDT

Register today to hear expert Leslie Ament, SVP Research and Principal Analyst from Hypatia Research Group share best practices and return on investment metrics utilized by top performing organizations, including:

  •     How organizations set goals and objectives for investment in social customer service and support initiatives
  •     How are organizations harmonizing customer's online interactional information such as web self-service, online chat and social feeds with transactional data stored within legacy systems such as CRM, marketing databases, or ERP systems?
  •     Which best practices or lessons learned from other organizations' effective use of social channels for customer service and support would provide lessons learned or business justification for other organizations?

Hypatia Research Group surveyed more than 1100 global organizations for this research and found that only 246 respondents actually utilize, recommend, influence, and/or hold budget or veto power over the purchase of social media software for customer service and support initiatives at their place of employment. As a result, only analysis derived from these 246 respondents was utilized for this research.

Leslie Ament, senior vice president, and principal analyst at Hypatia Research Group stated, "Organizations that adopt social media tools for customer service, combined with best practices for rules-based business process workflows, are empowered to utilize their social channels as decision support and customer engagement for value creation. Not surprisingly, 44.4% of customer service and support executives cited "the ability to respond to customer requests for support, service or information promptly" as the highest reason for investment in social engagement tools."

Over 246 respondents with direct accountability for selection or use of social software and services for customer service & support functions were utilized for this primary research. Company size of respondents comprises: 37.5% large enterprises, 33.9% mid-market and 28.6% SMB. Geographic breakouts are: 47.3% North America, 30.2% Asia PAC: Australia, China, Japan, and Korea, 21.8% EMEA, and 0.8% South America. The research abstract may be viewed at; http://store.hypatiaresearch.com/ExploitingSocialIntelligenceCustomerServiceandSupport.aspx.

About
Industry analyst and market research firm Hypatia Research Group delivers high impact market intelligence, industry benchmarking, best practice, and vendor selection research for how businesses use technology and service providers to capture, manage, analyze and apply customer and market intelligence to enhance performance and accelerate growth. Coverage includes: Customer Management (CRM), Business Intelligence, Advanced Analytics, Customer Analytics, Social Media, Text Analytics, Marketing Automation, Information Management, Customer Data Management/Data Quality and GRC. Since 2001, clients have relied on Hypatia for industry insight, expertise and independent market research for guidance in assessing various technology and service options.

About Aspect
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office execution. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit http://www.aspect.com.

Contact:
Tim Dreyer
1-630-227-8312
tim.dreyer(at)aspect(dot)com

Research(at)HypatiaResearch(dot)com
O: 781-862-5106

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