Social Customer Service (Concise) Guidebook
How to Combine Strategy with ROI to Accelerate Executive Approval
Sponsored by Salesforce.com, this free paper is an informative guide for Customer Service executives and managers wanting to determine the value of their social customer service program.
You'll learn how to capture cost savings from increasing agent deflection, as well as improving agent productivity.
Who should read this paper
Customer service executives and managers struggling to show how social media can impact your business. You'll learn how to create a business justification that makes sense to your executive team.
Contents
- The Challenge: Making a Business Case for Social Customer Service
- The Solution: A Framework for Measuring ROI
- What is ROI?
- The Impact of Social Media on Traditional and Social Metrics
- Calculating ROI
- Proving ROI: An Example
- Calculating Gains
- Calculating Costs
- People Costs
- Technology Costs