While it's wise to use social media for customer service, research shows that you shouldn't give up on more traditional support methods just yet.
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Customer Service is often a weakening point of several companies, but it can turn out to be straightining, a key factor for customers to select suppliers. What are customers demanding and how? Is Customer Service evolving according to new technologies?
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Alessio Manca's insight:
Infograhic inside:
How customers connect
Forum frenzy
Stringer social
Mobile advantage
[source Avaya]
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This piece was written by Beverly Macy for The Huffington Post
2012 is the year companies will move from social media to social business.
Every department is affected by social technologies.
The same is true with Facebook, LinkedIn, and YouTube.
Here's what you need to know:
The 4 social enterprise trends in 2012:
**The Power of Real-Time Harnessing Chaos
**The Global Social Brain - It's Everywhere & It's Getting Really Smart
****2012 will see a growing body of social metadata that will spur better analytics and measurement.
****Competitive advantage will go to those who know how to turn this metadata into actional business intelligence.
**Content Curation & Discovery - Just Give Me What's Important & Let Me Find What I Need
**Social Media Education - The Enterprise Goes To School
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Scooped by Alessio Manca onto Customer Service Innovation