劍Ciboodle

2012年5月5日

回家→新聞和趨勢→客戶服務轉向Twitter, Facebook客戶服務轉向Twitter, Facebook, CIOinsight |發布05-04-2012打印電子郵件的使用社交媒體對客戶服務在企業中呈上升趨勢,但障礙實現仍然存在。社會媒體網站的使用像Facebook、Twitter和其他不斷擴大,業務格局的關鍵部分,根據調查的結果谘詢和智庫ThinkJar和CRM軟件供應商劍Ciboodle。趨勢也觸動客戶服務部門,美國和英國的調查中型到大型的公司聯係中心。總的來說,調查顯示企業有強烈擁護社會渠道。調查顯示,59%的組織采用了Twitter, 60%采用了Facebook,而且幾乎85%的人使用,同時使用。盡管社會渠道廣泛應用,企業仍在努力證明社會客戶服務的使用,該報告說。因素,如組織的規模、市場專業化和商業位置影響他們使用社會媒體渠道。集成的數據,以及社會之間找到合適的平衡客戶服務和更多的“傳統”頻道,是一個重要的一部分公司絞盡腦汁,報告說。事實證明,大小很重要;較大的組織可能會有更成熟的政策在社會媒體和客戶服務。 For example, 40 percent of respondents in companies with 1,000 or more contact-center agents said that their social customer service initiatives have been in place for at least two years. In contrast, 53 percent of companies with smaller contact centers said current programs were implemented within the past year to two years. The reasons behind the move of all companies, regardless of size, to social customer service are still based on the maxim "the customer is always right. " The survey shows that 56 percent of respondents said they implemented social customer service due to customer request, compared with 40 percent that put the programs in place to keep up with competitors. "What's important for every organization to realize is, while social channels are constantly evolving, they are not new anymore," Mitch Lieberman, vice president of market strategy at Sword Ciboodle, said in a statement. "The most successful customer service program will happen for businesses that incorporate social into their overall customer-engagement practices, and really keep pace with the way their customers are communicating with them in all areas. " Small and midsize businesses are still struggling to figure out how social media applications can boost their business, according to the findings of a recent survey from SMB DigitalScape. Only 19.5 percent of small-business Websites have a link to a Facebook page, and even fewer have links to Twitter and LinkedIn, according to the report. RELATED ARTICLES