Customer Experience Strategies
Overwhelmed about how to leverage the power of the social web? You’re not alone.
It is nearly impossible to ignore the social web these days. People are flocking to websites like Twitter, YouTube, Facebook, and LinkedIn to dish out their opinions, solutions, resources, and other information to peers—and it’s becoming the preferred source of information when consumers make purchase decisions online. Some organizations are using it to their advantage, while others hold back, not sure where to begin. What is your organization doing? Leveraging the power of the social web doesn’t have to be daunting as it may seem.
If your contact center has yet to embrace the social web and enterprise cloud computing tools, you’re not alone. Many organizations are hesitant—or not sure how—to use this unfamiliar and dynamic communication channel. We can help you take the steps to leverage it successfully.
Three Things Are Certain About Social CRM
- The social web is here to stay
- Social CRM solutions can be used to enhance and shape your customer experience
- Getting involved with enterprise cloud computing tools is not difficult; in fact, the first and most important step is just listening
You don’t need to break ground on a new division of your contact center, and you don’t have to hire additional agents. The social web is just an additional contact center channel. But realize that now is the time to define your social CRM approach. Contact center managers must understand how to participate in online conversations, while frontline agents need guidelines for how and when to respond. Social CRM and the social web have become part of the customer experience. It’s important to understand that the conversations in the cloud are likely affecting your business.
Leverage The Power Of The Social Web With Enterprise Cloud Computing Tools
Enterprise cloud computing tools such as RightNow’s Cloud Monitor allow companies to search social networking sites for comments about a brand, identify the sentiment of the comment, and enable reps to respond to the comments using their enterprise cloud computing tools.
Check Out RightNow’s Social Media Life. Come On—Join Us
Related Information
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White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
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Article: Cloud Monitoring
RightNow Cloud Monitor connects you with consumers in the social cloud, so you are never left out of a critical conversation.
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Flash Demo: RightNow Cloud Monitor Flash Demo
View this demo to see how RightNow Cloud Monitor can help your organization follow relevant discussions in the social cloud and determine actionable next steps to address your customer’s needs.
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Article: I want to tap Into twitter
Join the conversation! It gives access to real customer insight, and you should use it to your advantage.
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Webcast On Demand: Service Gets Social: Crowdsourcing’s Competitive Advantage
Learn how to leverage the social web and cloud-based CRM solutions to enhance customer service.
Greg Gianforte