How Leading Outsourcers Support Social and Mobile Customer Support Interactions

Customer communications has entered a new stage and companies need to quickly understand how to best support their customers. The way customers engage with companies has shifted from telephones and email to social and mobile apps. It is essential for companies to support their customers on these newer communication channels. However, many companies are not prepared to reorganize their operations, resulting in customers looking for other vendors who will support them across newer channels. Fortunately, innovative customer support outsourcers have addressed these newer channels and deliver integrated support across all channels. Although many pure- play outsourcers continue to limit support to traditional channels, innovative outsourcers embrace these newer forms of engagement and offer services to support social and mobile channels. They realize the importance of servicing customers on the channel of their choice and they provide differentiated offerings in these newer channels.

This report highlights best practices for supporting the next generation social customer and describes how six outsourcers engage their customers on social and mobile applications.

Purpose & Intent: 

The purpose of this report is to better understand and identify leading outsourcers who provide innovative customer support across multiple channels including social and mobile. 

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