All entries tagged with “response”![]() The Pulse of Social Media
Change is coming for the customer service world. A recent study found 50 percent of consumers prefer using social media to reach their service provider than calling a contact center. Long gone are the social media skeptics as large, growing companies turn to these outlets for customer engagement, lead generation and brand development. Amdocs found using social media as a platform for customer service is beneficial for multiple reasons: one, it cuts down on call center costs, and two, it improves the customer experience by boosting engagement. Emerging software connects customers’ social media identities to their profiles stored in the customer relationship management (CRM) system. Using and managing the data from social media outreach, companies are able to analyze trends and media shouts, identifying and resolving problems in just moments. Contact Center software like Five9 is constantly introducing new technology that includes social media integration and social engagement tools. To prove that social media is here to stay – Five9’s Summer Release 2014 raised $73 million. In a study by BI Intelligence, they found that social activity is the top internet activity. This means that Americans spend more time on social media than any other major internet activity – including email. Of that time, 60% of social media is accessed on smartphones and tablets, not desktop computers. Of the social media networks, Facebook attracts roughly seven times the engagement that Twitter does, meaning that user interaction on Facebook is more influential. Here are some key facts regarding social media in the customer service world and correlating tips to improve the consumer experience:
For more information on customer service via social networks, check out the infographic below.
|
Categories
Archives
Tags |