The New Age of Digital Customer Service. Does it Scale? - Golf Ecommerce Business Tales from ‘98

Posted by: Tim Reha | Wednesday, November 18, 2009 | 0 Comments | | Share

Are you tired of the hype out there covering obviously un-scalable first wave social media as customer service systems built using Twitter?

From my perspective, social media often becomes a customer service channel weather a company likes it or not. It is simply too easy to fire off a bitch session over Twitter at AT&T because their network is over sold and drops calls. There is a certain amount of satisfaction that your “followers” will feel your pain and can reply with their same “lack of” customer service opinions. Thus, corporations need to look at streamlined work flows, training and technology that will intelligently distribute inbound conversations and route them to the correct domain expert within the organization.

I find that the “social media” customer service tools are lacking compared to enterprise level multimedia contact centers on the market. I have to give “Frank” and his team who created “Comcast Cares” presence on Twitter http://twitter.com/comcastcares @comcastcares credit because they are trying to do a good job with first-gen tools. The…

Filed under: Ecommerce • ShopIgniter • Social Media • Enterprise Social Media Tools • Social Ecommerce • Social Media Intergration • Social Media Strategy Reviews • Social Media Tools • Social Networks • Twitter

Enterprise Level Twitter Tools - CoTweet

Posted by: Tim Reha | Wednesday, September 09, 2009 | 0 Comments | | Share

One of the main issues that corporations have today with social media sites such as Twitter is how to scale and manage communications.

I see a lot of similarity for these new tools to develop in the same manner as the multimedia call center technology from firms such as Cosmocom http://www.cosmocom.com . Currently these tools are in their first or second generation of development. Thus, they lack more sophisticated features such as intelligent skills based routing and multi-channel IP communications for “web calls” (chat, voice, video, collaboration).

My past experience tells me that the new “social media” communication systems in the near future will simply become subset features of large integrated CRM’s and IP contact center platforms for unified customer communications. Social media sites are just one of many customer touch points and the key to scale is integration with other corporate customer communications systems. Today, the new solutions are still very basic without much built in artificial intelligence or features to manage multilingual global communications.

The real-time social…

Filed under: Real Time Web • Social Media • Enterprise Social Media Tools • Social Networks • Twitter