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SSEN's Social First Story

How SSEN's Social Care Operation Innovates to Drive Customer Satisfaction

SSEN strives to provide best-in-class social customer service for their online community. They recognised early on the rise in incoming volumes across social channels, such as Facebook and Twitter, and acknowledged the need to provide secure, efficient and high-quality customer service–on social–to meet the changing demand of customers seeking resolution through digital pathways.

Read SSEN's #SocialFirst story to learn how they scaled from just a team of 2 in 2013, responding natively to customer queries online, to a team of over 20 agents responding proactively 24/7, 7 days a week.