Friday, March 13, 2009

customer service and social media

What use have customer contact centres for social media?

Datamonitor predicts that websites such as Twitter and Google search will become more integrated into contact centres, customer service and customer relationship management (CRM) strategies.

Why? Because its good business sense, that's why!

Twitter is an immediate feedback tool that is currently only used by a handful of companies out there. Google’s search (and particularly its Blog Search capabilities) can be used for mining positive and negative mentions of your brand(s). Good and bad Customer Service gets blogged about, take for example the experience of Amber at Radian6!

But just how many customer services department actually monitor and use the social media space? Well, aside from the obvious cases (e.g. Comcast Cares, which I've mentioned in the past) And how many of those are UK ones?... well not many that I can find....
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