Social CRM: Huge Opportunity for IT, BPO Companies

Updated: May 18, 2010

According to a recent survey by Technology Services Industry Association (TSIA) among its members, it was found that:

  • Only 17% of members have integrated social media channels into the corporate website. Accessing an online community requires a different log-on and password, and uses a different UI than the corporate website.
  • Only 8% of members have integrated the new channels into their CRM/incident management system. After a decade of trying to build the "360 degree view of the customer," none of the social media interactions are being tracked.
  • Only 8% of members include social media channels in performance dashboards. So if you suddenly start neglecting a social media channel, no alarms or notifications exist.
  • Only 3% of members address social media channels in SLAs. If you aren't setting customer expectations for service levels, achieving high customer satisfaction will be challenging as traffic via these channels increases.

Also refer to presentation titled Effectively Leveraging Social Media as a Support Channel by John Ragsdale. Some note-worthy stats in this presentation are:

  • Slide #12 Low usage of Social Media channels for providing Customer Service & Support
  • Slide #22 By 2011, a significant % of customer issues will be resolved using Social Media and Communities as compared to Self-service, Web-chat, Email and Phone.

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