Earlier today, Facebook announced their $1 billion acquisition of Instagram, and last week Pinterest skyrocketed to become the third-largest social network behind Facebook and Twitter. When you consider how quickly the social media landscape can shift, you also have to wonder how companies can keep up with all the new and different ways customers want to interact with their brands–not to mention the sheer volume of interactions that could potentially be generated by them. Are customers going to be “pinning” a photo to initiate a service request any time soon? Perhaps they already are in some cases. But no matter what the latest trend might be, it’s clear that companies have to be better prepared to engage with customers wherever they choose to be.
One of the reasons to choose a cloud-based, multichannel technology platform in your contact center is to ensure that you are better prepared for the ever-shifting social landscape. At LiveOps, we’re seeing more companies utilize our cloud contact center platform to enable their contact centers to engage more effectively with customers in social media, and work more closely with their marketing teams to deliver a better customer experience in social channels. And, by leveraging a social-enabled cloud platform, enterprises can deliver customer service more quickly in new channels. Look for another post in a few weeks from Keith McFarlane, Chief Architect, that will go into more detail about how LiveOps cloud contact center technology can help you meet the challenges of the new social media landscape.
In the meantime, here are a few more “must-reads” from the past week on social customer service:
Just last Thursday, we were at the Cloudforce event in San Francisco listening to Marc Benioff ask an audience of 17,000 people, “how does your enterprise bridge the social divide?” Well, the week has definitely flown by very quickly, but here at LiveOps we continue to have conversations around this topic. We are passionate about learning more and sharing ideas to help companies become social enterprises. More specifically, how can we help guide companies as they look for ways to bridge their contact center to their customers via social and mobile channels?
Below are some recent articles and blog posts I came across this past week that you might find useful on the topic of social customer service. I’ll be back soon to share some more!
Director, Product Marketing