Measuring ROI is still a key struggle for brands looking to prove the value of Social Customer Service.
This Total Economic Impact (TEI) study is the first credible and comprehensive study on the direct ROI of Social Customer Care. Download this study to get a hold of these insights:
Cost to serve: Social care is almost 63% cheaper than phone support
Incremental value: Companies see an estimated increase of +$945K US over a three year period in additional sales, retention and brand value
Performance: Social care agents are 167% more efficient than voice agents
“A key challenge in determining whether social customer care has a material effect on the overall customer care cost is figuring out whether the phone contacts would happen regardless or deflect because of the introduction of a social channel. Two customers highlighted that while they reduced or stabilized the volume of total contacts through self-service and preventative measures, their social share grew, which is an indicator of deflection.”