What Are Organizations Doing in Social Customer Service?

Few things in life I'd like to get paid for. Each time one my daughters say "daddy". Whenever someone cuts me off in traffic. I will add to the list each time anyone asks me the question "What are organizations doing in Social Customer Service?"

Unfortunately, I cannot get paid to hear that question - but I can do something about the answer.

I have partnered with Sword Ciboodle to produce research that will answer that question. We are taking a very short (17 easy questions – well, 16 easy questions and a not-too-complex matrix, 6-8 minutes to answer fully) survey of the use of Customer Service channels – including a few on Social Channels. We just opened the survey last week, and we will have it open through November 23rd.

Some of the early data, for example, shows that Facebook is a slight favorite over Twitter as Social Channel for Customer Service (62% over 58% - but the gap continues to grow). There are also a small number of people that are using Google+ as well (roughly 5 out of the first 250+ answers).

There is more data I can give you – but I first need your help. Would you please let us know how and what you are doing with Social Customer Service?

Take the survey, give us your experiences and in the first Quarter of 2012 you can compare with what everybody else is doing.