Creating Brand Advocates through Social Media CX weareeverise.com Managing CX in the open presents the ultimate double-edged sword. 25% 50% 25%: likelihood a complaint resolved via social channels will produce a brand advocate 11:00 11: minutes customers expect to wait for a response after posting a support request to social channels 50%: likelihood a complaint left unresolved via social channels will produce a brand detractorSocial Media Support 02 EVERISE CX New technology, new expectations The support experience, historically a one-to- one exchange, has taken on a new dimension as some customers leverage the visibility of social media in search of rapid issue resolution. This represents both a threat and an opportunity, as speedy responsiveness and transparently posi

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