The social shift in customer care for business is growing. With increasing numbers people are taking to popular social media channels (such as twitter) to voice their concerns regarding goods and services. However, the call center cannot be completely considered down for the count, as this infographic shows (click for the full size) a full 92 percent of customer interactions are still conducted over the phone. Apparently social media still lacks that crucial human interaction factor to customer care that the phone offers.
Social Customer Service presented by Five9