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 media sites. Savvy businesses are leveraging this opportunity for competitive differentiation by delivering superior 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.
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:
Even before social became an issue for customer service departments, we had large problems. The advent of the social customer has made matters far worse. Social customers spend 17% of their online time in social networks (surpassing other uses for the first time ever), and have even turned the balance of power in customer service interactions around. They are using the aggregate power of online communities to warn organizations loudly that they are not going to put up with bad service or lack of insight… Read more