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8 Obstacles Preventing Brands from Delivering Excellent Social Media Customer Care

By Erica Marois | Date Published: August 10, 2018 - Last Updated December 03, 2018 | Comments

Facebook has been on the scene for nearly 15 years. Twitter? 12 years. According to a study by Mediakix, the average person will spend more than five years of their life on social media. These "new" channels are now part of everyday life, so why are so many brands still struggling to use them to engage with customers? #ICMIchat participants share their theories in this recap video.

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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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