social customer care


Best Practice Series, Part 3: Social Customer Care

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Social Customer Care is Critical to a Successful Customer Experience

The number of conversations that are happening about brands across social media channels is increasing on a daily basis—and more and more of these conversations are originating from customers with questions and concerns. In fact, Gartner estimates that by 2020 90% of companies will use social for customer care.

For companies looking to succeed in customer experience, getting social care right is critical. But many companies struggle with implementing effective and efficient social care policies. That’s why we sat down with Jay Wolcott, VP of Interactions Social Customer Care Product, to discuss best practices for implementing the right kind of social customer care.

Whether your company is just getting started with social customer care or has been engaging in social listening for some time, there are unique challenges that come with engaging with your customers on this care channel. Which is why we’ve put together some best practices in social customer care to help you maximize the benefits of this channel.

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Jay Wolcott

About the Author

Jay Wolcott

Jay Wolcott, VP of Social Media Engagement Product, is the Founder of Digital Roots - Interactions AI-enabled Social Media Engagement Platform. Wolcott launched Digital Roots in 2009 with a clear vision to provide the most advanced social media engagement and insights platform and has since grown the platform to support some of the world’s largest brands and most progressive social media operations.