BlueLink is publishing its first white paper “Social media partners in customer care: How to integrate social media into contact centres?"13 April 2015
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