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New Guidance on the Business Case for Social Customer Service

immediate future Releases New Guide for Customer Service Industry (March 26, 2012)

LONDON -- (Marketwire) -- 03/26/12 -- Social media consultancy, immediate future, today launches a guide to help the customer service industry assess the business case for social customer service. The exclusive guide helps determine the investment required and the benefits that can be expected.

It also tackles the practical challenges and costs involved in deploying social media as a customer service channel.

Making the proof case is notoriously difficult as Adam Lewis, Managing Consultant at immediate future explains: "There's often a fear that social will open up Pandora's Box for customer service teams -- an unquantifiable wave of hard-to-handle customer interactions."

Adam adds: "This guide provides a methodical way to assess the business case before jumping in. It will help avoid any hidden costs and identify benefits that matter most to a business."

The guide gives practical advice to the customer service industry, allowing businesses to:

  • Calculate the commercial returns
  • Avoid any hidden social media costs
  • Predict exposure to customer interactions in social media
  • Work out how much resource is needed
  • Understand the skills your team will need

Get your free copy of the social customer service guide here.

Get more great social customer service content at the immediate future blog.

Notes to editors

For information please contact Adam Lewis on 0845 408 2031 or [email protected]

About immediate future
immediate future is an independent social media consultancy. With seven years' social media experience, we are official social media trainers for the Institute of Direct Marketing (Diploma and Certificate) and Chartered Institute of Marketing. We lead the industry with our work as ambassadors on the IAB social media council and are a founding member of the CIPR social media panel.

With a multi-disciplinary approach, we offer impartial and expert advice to our clients. We set frameworks, recommend strategies and design communication blueprints; helping companies create robust, measureable social media initiatives, whilst managing the risk to reputation.


immediate future has created award-winning campaigns for companies, including:

Sony Europe, BBC, Diageo Global, Epson Europe, Ubisoft, HPI, Indesit, Hotpoint, General Medical Council (GMC), Festo, Tealeaf, HSBC, BT, ASOS, Mirror Group, Cancer Research, NSPCC, EMI, AVG, Ferrero and GoView (PSP and Sky joint venture).

Awards: Top five most respected social agencies 2011: NMA

Top social media agencies 2011: NMA

Online Reputation Awards 2010: Winner of Best Use of Online PR/Blogger Relations

European Business Awards 2009: Ruban d'Honneur recipient for Marketing Strategy of The Year

MediaGuardian Innovation Awards 2009: Finalist for PR Campaign

The Drum Marketing Awards 2009: Finalist for Best PR Strategy

Marketing Society Golden Jubilee Awards 2009: Finalist for Digitally Led Marketing

For more information please visit:

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Related Keywords: immediate future, social customer service, white paper, customer service, social media consultancy, Marketwire, , Sony, Medical, Biology, Cancer, Business,


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