The lack of investment in india business email list customer care processes and tools to actively engage on social is a major hurdle to developing a sophisticated strategy. Disjointed tech stacks and disparate communication channels can make social customer care cumbersome and inefficient.
The Q3 2023 Sprout Pulse Survey revealed many organizations’ most prominent challenges stem from technology breakdowns—48% are left with manual tasks that take up significant time, 41% have gaps in available customer care intel for agents to reference when handling requests and 26% cite a lack of technological resources.
An Arboretum member describes how not having the right tools impedes quality: “Customers appreciate personalized responses that address their specific concerns. However, doing this effectively on social media, where conversations can be disjointed and context may be lost, can be difficult.”
According to the Index, 50% of marketers plan to implement advanced social media management software to streamline workflow efficiency. This suggests leaders are aware that technological investments are crucial to crafting a cohesive customer experience. With social becoming the central hub for social customer care functions—not just for posting and reporting, but for direct customer engagement—brands must invest in social media customer service tools.
What it takes to deliver memorable and positive customer experiences is changing. As customer expectations evolve, so too should the best practices your teams follow and the processes and tools you use.
These are actionable steps to overcome challenges and meet customers where they are.