Customer engagement solution provider Sword Ciboodle and customer experience advisory thinkJar have launched a joint research project to shed light on social customer service.

Designed to help unlock valuable data regarding the role of social channesl in the customer engagement experience, the organisations have extended an open invitation for participation

The research will help to reveal insights in four key areas:

  • Is the move to customer service using social necessary and beneficial? 

  • How to move from traditional multi-channel to social multi-channel and cross customer service? 

  • Knowledge management and social knowledge must collude, how can they be accomplished? 

  • Are communities what make 'social' work for customer service? Or is something else required? 


Organisations face a variety of challenges, both technical and cultural, when they are considering adopting and emerging customer service processes. The survey results and analysis will help businesses navigate confusing and misdirected efforts when it comes to integrating new social channels effectively. One important debate topic, which the survey hopes to shed light on, is whether or not investments in social customer service is "money well spent."


"We have been theorising long enough, this is a good opportunity to ask the questions, directly to the practitioners regarding the direction of using social channels for customer service," said Esteban Kolsky, principal and founder of thinkJar. "Further, this is an opportunity to understand both how the decisions are made and how the outcomes are measured."


"The social customer engagement landscape is rapidly unfolding and emerging," added Mitch Lieberman, vice president of market strategy of Sword Ciboodle. "While major analyst firms have done a good job of uncovering insights and projections, our survey is looking to go even deeper and provide businesses with some solid direction on where to go next in forming a social customer service strategy."


The survey will be open for participation through November 23, 2011. The results will be shared openly in January 2012.


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