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This perspective describes the reasons why business, and particularly service and Support organizations, must embrace a social media strategy.
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More than two-thirds of customers indicate that they attempt to help themselves when they need technical assistance. A general web search (e.g. Google or Bing) is the most likely first action customers take when attempting to resolve technical support issues on their own. In general customers find good information and are reasonably satisfied with their results. This ServiceXRG study examined the expectations and perceptions of 588 individuals that uses self-help resources to resolve technical support issues.
This presentation introduces the “Social Web” and introduces the implication and opportunities for Support to leverage social media.
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