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Interact with customers through social
media channels
Challenge
| In 2010, social networks collectively
became the #1 online destination. Consumers
are increasingly discussing their needs,
soliciting and offering advice, and
sharing their views about businesses
like yours in these social networks.
This free-flowing viral conversation
is both a challenge and opportunity
for your business. Customers expect
service wherever they are-this includes
communities and social networks. Savvy
businesses are leveraging this opportunity
for competitive differentiation by delivering
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social customer experience. On the flip side,
if businesses do not address negative references
in the social cloud, the consequent damage
to their brand might be irreversible.
Solution
Leading telecom organizations are increasingly
turning their attention to effective customer
feedback management and integrating with the
social web. eGain Social Experience Suite provides out-of-the-box capabilities to:
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Encourage
self-service users to rate content and
share useful information via social
bookmarking |
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Capture feedback
through automated surveys generated
for email, chat or web self-service
interactions |
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Encourage
community involvement in forums to monitor
trending topics and harvest valuable
knowledge and suggestions |
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Listen to
social media posts so as to be able
to extend the reach of customer service
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FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
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