While Customer Service and Contact Centers have always been important to a business' ability to handle customer questions, resolve problems and deal with issues, the adoption of social media by Customer Service positions them as the unique driver of the Social Enterprise. Businesses can no longer rely on traditional PR, Marketing, Advertising and Customer Service strategies to engage a new group of consumers.

Companies pursuing this new paradigm in Social Customer Service benefit from:

• Greater brand loyalty and revenue preservation (churn reduction)
• Higher customer lifetime values
• Lower Costs
• Higher revenue, profits and margins