How Social Media is used in Contact Centers

Thursday, February 9th, 2012

Call Center Helper, the UK’s most popular call center magazine, recently released their Social Media Survey results. They polled their readers, mostly small and medium businesses to ask how social media is used in Contact Centers. This article is a summary of what they found.

Companies and individuals alike should be monitoring what is being said about them on the internet and social media. One of the tools that is available for personal use and that can be adapted for small business use is from Google and it is called ‘Me on the Web’. Google provides guidance on how to manage your identity including how to remove personal data from the web and how to remove a page from Google’s search results.

Small Business organizations often ask how they can gather customer insights without spending a fortune with consultants or research firms. This blog post covers 6 techniques and tools a small business can use to determine the satisfaction level of their customers.

In a recent Zoomerang survey, called Marketing in a Digital World, 1180 SMB decision makers in U.S. businesses with less than 1,000 employees provided insight into how they use social media tools (particularly Facebook) to interact for business purposes. One of the key takeaways from the survey is that what small businesses value most from social media is customer satisfaction data. And consumers praise more than complain.

Yelp, a location sharing service has announced changes to its practices due to customer complaints! This is ironic because Yelp is supposed to gather complaints and compliments from users about local small businesses. Yelp sold advertising on its site to small business owners but some small businesses called the advertising offering extortion. Several class action suits have force Yelp to make some changes to it policies. The article covers the existing ‘user review’ filtering process and the changes in policies caused by local business outrage.

Yelp, a web site, where consumers post positive or negative reviews of local businesses can be a boon to customer satisfaction, sales and new customer acquisition or it can be a real headache for a local business. The power of consumers is very evident in this new review site which boasts 30 Million users a month, and 10 Million reviews, mostly in the US, but also in Canada, UK and Ireland. This article describes Why Yelp is important, what Yelp is, how local business owners can use Yelp and what do to next if you are just getting started.

How to Protect Your Online Reputation

Tuesday, July 14th, 2009

A recent Forbes article discusses the need for individuals to watch over their online reputation and why this is so important. It is equally important for businesses. A regular routine of monitoring web based traffic and some proactive steps to take are reviewed.. Step by step actions individuals can take to protect themselves are covered.

A study by IBM® Institute of Business Value of 30,000 US consumers in September and November 2008 revealed that, on average, consumers will drop allegiance to retailers after an average of 3.1 negative experiences. To promote customer satisafaction, eight key areas that affect the customer experiences are covered in this article.

If you are a small business owner, what indicators would tell you if your customers are satisfied?

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me