Expand Your Social Customer Care Program, Touch Every Customer, and Save Money

By: Susan Ganeshan

March 9, 2017

Customer Engagement
Social Customer Care
Clarabridge Analytics
Contact Center
Customer Experience
Customer Journey
Customer Feedback Management
Customer Journey Mapping

Can you afford a 15% churn rate in your customer base?  I’m 100% positive the answer is a resounding “no.”  However, according to Gartner Research, businesses can expect a “15% increase in churn rate for existing customers when [they] fail to respond to customers via social channels.” Can a social customer care program make a difference?

You may think you’re doing well with social media engagement because your marketing team frequently sends messages on social channels. But the real question is: do you find all the social chatter about your brand, products, promotions, and employees? How about when your social handle isn’t used?  And, more important, what do you do with the messages when you find them?  A social customer care program to support customers and close the loop is no longer optional for any business, period.

Working with social media management expert Jay Baer, we’ve put together an ebook on the 8 Mistakes to Avoid in Social Customer Service.  This book is for everyone!  Jay covers how to tackle social listening, how to hire team members for you social customer care program, and even what to do about empowering that team.

This is one you can’t afford to miss.  And if you want to hear advice directly from the horse’s mouth (Sorry Jay!), you can listen to this webinar. We call it, “How to Expand Your Social Care Program without the Drama.”

At the end of the day, it’s about more than saving money (by reducing call volume and duration). You can also give customers a nearly frictionless path to you. You can improve the customer experience. And you can earn customer loyalty to prevent the dreaded 15% churn.

Get started with your social customer care program today.


Susan Ganeshan is Clarabridge’s Chief Marketing Officer. Under Susan’s leadership, Clarabridge Marketing produces insightful, educational content that enables business leaders to deliver on the promise of best-in-class customer experience. Follow Susan on Twitter @sganeshan.