ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case
Natalie Petouhof
SEPTEMBER 1, 2016
Customer care extends far beyond the traditional call center. The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. The formula to calculate ROI is: Return on Investment = (Gains from Investment) – (Costs of Investment) x 100.
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