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Follow on Google News | Hypatia Research Announces "Exploiting Social Intelligence for Customer Service Excellence"Return on Investment From Social Customer Service Tools Higher Than for All Other Customer Engagement Initiatives
Featuring the unique Hypatia GalaxyTM Evaluation, in which 27 software vendors are evaluated by 12 criteria, this report showcase current trends, organizational challenges, best practices, and return on investment metrics utilized by top performing organizations via 45+ pages, 18 tables or figures and several case studies that focus on business return on investment. 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, {http://www.hypatiaresearch.com/ In fact, 17.8% of customer service and support executives realized greater than 5% return on investment--defined as a percentage of their organization's total annual marketing spend. Another 20% realized between 3%-5% return on investment while 26.7% attained between 2-3% ROI. Only 8.9% cited lack of tracking or knowledge of return on investment. Ament www.linkedin.com/ Other research findings include: • How organizations set goals and objectives for investment in Social Customer Service & Support initiatives • Which role(s) are primarily accountable for these programs, and moreover, how should these teams be structured organizationally? • How are organizations harmonizing customer's online interactional information such as web self-service, online chat and social feeds (such as Facebook, Twitter, etc...) with transactional data stored within legacy systems such as CRM, marketing databases, or ERP systems? • Return on investment benchmarks by geography, industry, maturity level and size. • 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? 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. Potential customers of this research may view an abstract at; http://store.hypatiaresearch.com/ About Industry analyst and market research firm Hypatia Research Group {http://hypatiaresearch.com} Contact: Research@HypatiaResearch.com (http://mail.hypatiaresearch.com/ 781-862-5106 End
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