social customer service

Make the case for investing in customer service on social and messaging apps

A guide on why to do it, what you need to be successful, and how to measure ROI

Free eBook for Customer Service Teams

Download this free eBook to learn how companies like Uber, Zappos, Dropbox and more built the business case for social customer service.

  • It costs as little as $1 to solve a customer issue on social media, which is nearly 1/6 that of a call center interaction.
    McKinsey & Co
  • 71% of consumers who experience positive social customer care are likely to recommend the brand to others, compared with just 19% of customers who do not get a response.
    NM Incite

Despite the abundance of support for serving customers on social and mobile channels, many service managers and teams struggle to convince executive management to invest in the process and technology required to set them up for success.

Key insights on:

  • Why invest in social customer service and how to talk about it internally
  • Steps and templates for doing social customer service the right way
  • How to determine success and calculate an ROI

social customer service

Get Expert Guidance

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UberKristen Grenga, Uber

No matter where our users are contacting us, we make sure they are getting answers quickly, that those interactions are easy, and that they end in resolution. Social channels are full service resolution channels for us because we must be there for our customers however they reach out.


KristinaKelsey Walsh, Zappos

It’s important to be where your customers are. We’re known for providing amazing customer service at Zappos, which has to include social channels. If a customer couldn’t reach out to us on social, we would be failing to deliver that ‘wow!’ service that we strive for.


Susan Susan Chang, Dropbox

Social media is a great way for users and potential users to get direct access to people at Dropbox and to get a response quickly. It’s very humanizing and it falls in line with a company value of ours: put our users first. Social care is one of the best examples of how we live out this value each day.

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