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Social Customer Service for the Finance Industry

Despite challenges posed by regulatory compliance, social customer service is one of the fastest growing points of contact between financial institutions and their customers.

Insights from this guide include:

  • What to look for in a social customer service tool in terms of security
  • How to manage third parties conducting social customer service 
  • Guidelines for establishing policies and training to address employee participation in social
    media
  • The brands analyzed had an average response time of 2 hours and 46 minutes, significantly faster than most other industries analyzed previously
  • Brands responded to less than 44.76% of direct @mentions on average, still not a high number but over twice as many as retailers analyzed 

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