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....
4 comments:
Hi Hayden,
There are lots of great companies grasping the use of social media as a customer service mechanism - on Twitter alone, The Home Depot, Zappos, Southwest Airlines all come to mind as supporting their customers this way.
I'd love to hear about British companies you're hearing about that might be getting into the social spaces.
Cheers,
Amber
Amber
In my experience UK companies are behind their American cousins in terms of Social Media adoption.
Last year RealFreshTV published a report on the usage of Social Media by the FTSE100 companies that makes interesting reading:
http://www.realfresh.tv/introduction-to-study-on-social-media-usage-amongst-ftse-100-companies/
However, very little information is available on how many of those now use the same social media technologies for customer services purposes (as opposed to just 'observing' and marketing purposes).
BTW: Thanks for the comment and keep the great work on your own blog
Hayden
Hi Hadyen,
Thanks for the mention. I only came across your blog post after running a new social media search engine tool (socialmention.com) hence the delayed appreciation. :o)
You are right that few UK companies are using the social media space but I hear O2 (O2UKOfficial on Twitter) is doing a good job.
Keep up the good work.
Chi-Chi
Thanks for passing-by and the references. I'm now following O2 and have taken a look at their Digital News Centre:
http://dnc.o2.co.uk/home
Social Mention is a useful Social Media search site.
Hayden
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