A survey of 200+ customer care professionals, sponsored by Empirix and conducted by Opus Research, discovered that despite evidence that new communication channels foster stronger customer relationships, 45% of respondents have yet to use social media to communicate with customers.
Adding social media tools to communication infrastructures engages customers and promotes loyalty. This whitepaper examines implementation plans and motivations, highlighting the importance of quality monitoring tools as companies travel into the age of conversational commerce.
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