Contact Center Solutions Featured Article

New Research Highlights Industry Best Practices for Social Media

June 17, 2013

With the concept of social shopping having taken center stage, brand marketers are putting in a good deal of effort to leverage the power of social media to enhance customer engagement, boost sales and retain customer loyalty through live interactions.

Given the all-important role of social media in the enterprise marketing mix, businesses are keen to learn about ways in which they can integrate more social elements into their customer service efforts to feel the pulse of their customers and address their concerns in a more effective manner. The market research firm Research and Markets has added to its offering a new report that highlights on these points.

In a news statement, Research and Markets said that its new report, entitled “Social Media Customer Service/Contact Center Product and Best Practices Report” reveals how social networking is challenging organizations to reevaluate their approach to customer service.

Today people are increasingly turning to their Social Media friend circle to ask questions about the products or services they are interested in. People in turn are also eager to come up with an answer, sharing their experiences. Social networking sites are thus providing companies with valuable customer interaction platforms to learn about their existing and prospective customer’s needs and concerns.

Another interesting point to note is that a growing number of customers who start in a traditional servicing channel, such as a contact center, are promptly turning to social media to get answers directly from the organization, in case they are not satisfied with the information delivered by the contact center agents. Consumers are confident that their issue will be addressed more quickly by “going social” because every company is aware of the disastrous impact of a small issue or unaddressed concern going viral on social platforms. 

From banking and insurance to telecommunication and e-commerce, enterprises are putting great efforts in delivering improved customer care through social media channels. In doing so, they are faced with a plethora of challenges. In addition to a detailed analysis of the social media customer service/contact center servicing challenges, the said report also offers viable solutions and best practices to help enterprises navigate this service channel cost effectively.

Organizations keen on adopting social media channels for rendering customer services will find in the report an array of tangible, actionable advice. Readers will also learn about how to get started by selecting the right social media channels.

The report offers best practices as to how to establish service level agreements for handling customer service issues via social media, rules of engagement for using social media as a customer service channel, how to address security and data protection concerns, and more.

In a nutshell, the report provides the companies with a framework for incorporating social media servicing infrastructure, complete with the required technical components, core administrative tools, servicing functionality and management applications. This social media-driven customer service is expected to offer the enterprises a strategic and cost advantage over their lagging competitors.

In other news, Research and Markets has announced the addition of the "Global NAS Market 2012-2016" report to its offerings. According to the report, one of the key factors contributing to this market growth is the need for cheaper and efficient storage infrastructure. The Global NAS market has also been witnessing mixed adoption of storage components. However, increasing congestion of enterprise networks could pose a challenge to the growth of this market.

Edited by Alisen Downey