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The ROI of Social Customer Service

Forrester Research reports on the total economic benefits of Conversocial, showing a clear rationale for brands to embrace social messaging as a digital customer care channel.

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What’s inside

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

 

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BRANDS FEATURED IN THIS REPORT
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“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.”

Reggie Lau

Project Director, Forrester Research

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