It’s common knowledge: it is absolutely critical for companies to know what social sites are being used most by customers. This bears repeating because the value your customers see in them – and how they use them – is constantly changing. Pew Research Center, in collaboration with the John S. and James L. Knight Foundation, recently published a list of social sites ranked by their value as a news source – and the numbers are telling.
Leading the pack is Reddit with 62 percent, followed by Twitter (News - Alert) (57 percent) and Facebook (47 percent). Despite its infancy, Google+ has already snagged 30 percent of the market, and Tumblr rounds out the top five with 29 percent. The reality of it is that the service center is increasingly playing a role in both monitoring and responding to social comments on sites like these. Therefore, having constant access to them is necessary for call center agents to do their jobs well. Wherever your customers are, your company is likely there as well. Your agents should be up to speed on your company’s social presence at all times.
Edited by Ryan Sartor