Social Communications Create New Customer Value While Improving Customer Support Processes
New waves of social communications change how customers communicate and have a major impact on the customer support organization. Social networking transforms the way customers behave and connect with companies for products and services. Social communications solutions connect customers in new ways and provide a platform for customer interactions that support self- and assisted services. Customers use companies’ social communities to share ideas and seek assistance from peers, resulting in more positive customer relationships. Social communications offer a better way for companies to interact with their customers, eliminate outmoded processes and create new opportunities for customer engagement. This means becoming more proactive and using social communications capabilities to facilitate internal dialogues and decrease time to resolve issues. Importantly, using social communications as a platform for customer engagement will increase use of self-service by customers, which directly reduces operational costs for customer support while also facilitating stronger ties to the company.