Customer service will become more social, firm predicts

03/7/2011 | MediaPost Communications

Last year, 5% of large firms used their online communities to aid customer-support efforts, but by 2013, 30% of large companies will have embraced the trend as more customers look to use social tools to circumvent other customer-service options, according to Gartner. "We expect the high-profile nature of social networks and social CRM for customer service to rapidly advance adoption from early adopter to mainstream deployments," said Drew Kraus, Gartner's research chief.

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