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Enhancing agent-assisted customer support with social communities
Ovum, July 2010, Pages: 17
In the past six months leading contact-center technology vendors have begun the process of creating practical ways to incorporate social media into their offerings. Most of the work aims to help enterprises monitor and engage with customers by using social networks, but this level of social engagement provides only limited benefits for customers that do not use social networks. This research outlines ways in which enterprises could use social communities to better serve customers through traditional channels in their contact centers. Enterprises looking to derive added benefits from their social efforts should consider integrating their branded social communities and their contact-center knowledge-management processes.
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