Customers Prefer Social Media as Care Channel, but Demand Faster, More Personalized Responses

Customers prefer social media as their care channel, but they demand faster and more personalized responses, according to a new study released by Amdocs. The study identified social media as an emerging channel for consumers seeking customer-care assistance. The research highlights an opportunity for service providers to improve the customer experience and reduce call center costs. By linking customers’ socialmedia identities to their profiles stored in the customer relationship management (CRM) system, and using big data....