PHILADELPHIA: According to a report from a major research entity, companies with a social care program simply do better than their counterparts.
Companies with social care experience see a 5.6% YoY increase in first-contact resolutions, 6.5% increase in agent productivity, and a 17.5% increase in SLA attainment. These companies also see fewer customer complaints year over year. Few complaints means fewer unhappy customers, which leads to perhaps the biggest ROI for social customer care, being customer retention.
Companies with a social care program experience a 7.5% YoY increase in customer retention. Those without only see a change of 2.9%…