It's no surprise that marketers are turning to social media to reach their audiences and build their brands.  Social media outlets like Facebook and Twitter have become powerful communication channels and their influence is growing daily.  The media helps us see what's trendy, what people are doing....and what marketers want us to buy.

A recent survey conducted by Rebtel indicates that 68% of women and 54% of men use social media to stay in touch with their friends.  It's easy to reach people on the front-end of the relationship management cycle that are already heavy users.  But the back-end of most customer care processes still involve voice and chat communication with the call center to handle complaint resolution, customer satisfaction and order management. 
 

The un-tapped opportunity is to fully integrate the customer experience in social media. While marketers are using social media to deliver their messages and stimulate demand for their products, they have not yet begun to take advantage of the customer care and customer retention opportunities. Over the next two years, we believe that this full circle will evolve, and strong contact management outsourcers like Procall Solutions will have to adapt to new ways of communicating....and lead the way into the "Social side of customer care."