Today, ‘social’ is turning customer service and support on its head. It is fundamentally changing how, where and to whom people look to for help.

Sword Ciboodle, along with leading independent analyst firm thinkJar, surveyed 400 practitioners from around the globe, with representation from more than 10 industry verticals. The purpose was to understand the current state of social customer service to look at what they are doing, what they are measuring and what matters most for the social-powered business.