Most customer care agents have already experienced the connectedness of social media and customer service. In fact, an estimated 67% of consumers practise reaching out to brands via social media to resolve an issue.
As a result, responsiveness and presence on social channels have become some of the fundamental building blocks of excellent customer experience.
While Salesforce Service Cloud helps customer care agents respond to customer inquiries swiftly and effectively, Social Studio is Salesforce’s solution that facilitates posting, responding and listening on social media platforms. When joined, they become — Social Customer Service.