Be Wise and Do Not Ignore Social Media
September 30, 2013
Half the time when I speak with a customer service representative they are either automated or come from a foreign country where their English speaking skills are less than adequate. My most recent experience involved Priceline.com and a bull-headed rep somewhere in Asia. Three hours later I won, he lost. You can be sure I wrote about my experience on Twitter and how poorly I was treated. Sameer Nori started working at Attivio this year and in his blog post, “360 Degree View Of The Customer-Broken Promise Or Technology Limitation?” he takes a look at how companies are constantly searching for a business intelligence solution that allows them to monitor all aspects of their information.
This directly relates to customer service, because not all companies are watching customer feedback on social networks. People flock to social media networks to complain, which is then instantly broadcasted to thousands if not millions. It is the quickest and easiest way to ruin a reputation. What do you do? Attivio says:
“Customers are talking about your products and their experiences with your brand and you need to be prepared with the right information about them at the right time. I’m very happy to report that Attivio is being used at some of the largest companies in the world to reduce customer churn and increase customer satisfaction by bringing together structured data, unstructured data and unstructured content. The promise of the 360 degree view of the customer can finally be realized through Attivio’s unified information access platform!”
A piece of advice quickly turns into a big data product pitch. Still, this is how big data can be used. It can monitor all instances of when a company is mentioned on social networks and analyze the data for companies to implement better customer service policies.
Whitney Grace, September 30, 2013
Sponsored by ArnoldIT.com, developer of Augmentext
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