Social networking and social media in general has seen huge growth in the past few years. Facebook alone has over 500 million users, half of which log in on any given day. In an average 20 minute period, over 10 million wall posts are made. YouTube’s bandwidth now exceeds that of the entire internet only ten years ago. While these numbers probably don’t surprise you, it is important to realize that a lot of these online interactions are about products and services that didn’t meet the customer’s expectations. Social media plays a huge role in influencing people’s opinions and it’s important that businesses pay attention to the chatter, and in certain cases join in on the conversation.
Social media’s use in the contact center is not just for customer facing businesses. B2B businesses are also finding that social media is both relevant and valuable to them. Most B2B business involves longer term relationships between suppliers and clients and usually requires a much higher initial investment that will probably entail some upkeep and maintenance costs. This requires the B2B customer to do a large amount of research, and while consumers might talk about products and services more on social networking sites, B2B customers will likely be found on industry forums and commenting on or writing blogs. Social media monitoring and analytics solutions can monitor all of these sites for keywords related to your products and Syntellect CIM will notify you in real time whenever these keywords are uttered. You can now stay one step ahead of the competition in finding leads, and when appropriate, defending your product or service.
Social media has gained so much momentum that regardless of your business model being B2B or B2C, you need to assess your strategy for dealing with it. Syntellect CIM’s integration options enable you to explore, define and implement a social media strategy within your contact center. Once you have determined what social media solution is best for your company, you will be one step closer to perfect customer service.