Contact Center Solutions Featured Article

Asian Call Centers Need to Build Social Media Customer Engagement Strategies

October 04, 2012

One thing the world has today is lots of social media channels, and customers are increasingly using them to interact with companies. Social media allows companies to hear, engage and participate in customer conversations not only during a call, but even when the customer discusses his or her product/service experience with friends or peers on social networks.

The Asia Pacific region has a breadth of call centers. Since many businesses realize that it’s critical that they ensure social media merges with the contact center so it can become part of the unified customer experience, call centers of Asia are getting into social media in a big way.

A new report from analyst group Frost & Sullivan (News - Alert), called “Social Media in Customer Care - Asia-Pacific View,” has found that contact centers need to thoroughly assess the customer base, existing customer contact processes, and then analyze the need to build a new set of processes and programs to complement the existing ones.

Asia Pacific's rising profile in the social media arena is evident from its occupying seven positions in the list of top 30 countries with the most number of Facebook (News - Alert) users.

Therefore, having a social media customer engagement strategy will no longer be an option in 2012-2013, according to the analyst group.

"However, adopting the social media requires greater responsiveness on part of the enterprise," Frost & Sullivan Industry Manager Krishna Baidya said in a statement. "Once a social channel for customer interaction is established, quick response and frequent updates are critical to sustain the channel. Such interactions also need to be seamless across different channels; therefore, a siloed approach to implementation is likely to fail.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, happening now in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!