Customer Support Can't Keep Up With Rise of Social Media | PCWorld Business Center - 0 views
-
Many companies have social media presence on sites such as Twitter and Facebook and create mobile applications but have not set up the infrastructure to deliver the same level of customer support as their more traditional communication channels
-
The report noted a "huge rise" in the number of customers who now use social networking sites and mobile commerce for business transactions, and said customer service in those areas was often isolated and not keeping pace
-
It is important for companies to fully embrace these newer channels by taking the lead in not only addressing the marketing aspects, but also in developing integrated support to ensure customers receive consistent treatment and quality problem-resolution over their social media and m-commerce communication channels.
- ...1 more annotation...
-
Companies that expanded their social networking and mobile interaction could increase customer engagement, monitor feedback, generate sales, cut advertising costs and offer location based services