Why Social Needs to Be Integrated Into Customer Service Processes

Social has long seemed a natural fit for marketing. Still, in many cases, social media sits outside of the marketing department, while studies indicate that deeper integration makes social media teams more useful.

Joshua March, co-founder and CEO of customer relationship management platform Conversocial, noticed a similar challenge with the rise in social customer service.

“Social needs to be deeply integrated into relevant business units in order to deliver the best experience to customers and get the most efficiency in value for the company,” March says.

Indeed, customers are turning to social media with their customer service requests, but brands simply aren’t