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The 5 key trends in social customer care:

 

    • Agile customer care is now omni-channel – Customers now require agile customer care where any issue can be solved over Facebook, Twitter or other preferred customer channels.

 

    • Integrating social media into companies’ CRMs – By integrating traditional CRM data from internal systems with social CRM data, companies are able to provide better customer care and more precisely targeted content.

 

    • Practising proactive listening to customers on social media – By capitalizing on real-time insights that resonate on social media across various customer segments, companies can tailor their marketing messages, and increase engagement and consequently raise their word-of-mouth impact.

 

  • Customer care generates revenue, not cost – By recording the reasons for customer satisfaction and dissatisfaction in individual customer segments over time, contact centres are a unique data resource for modern knowledge management systems

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