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…
Tim Reha interviews Alan Wizemann, Founder, ShopIgniter.com, a Real-Time Social Media Ecommerce Platform.
ShopIgniter is built using the Code Igniter Platform http://www.codeigniter.com, an open source PHP framework that also is used to create the new ExpressionEngine CMS platform. Social media and two way communication is built into the platform along with a user friendly design for ecommerce management. ShopIgniter is a startup and leader in the new “Social Ecommerce” space.
I am a beta tester for ShopIgniter, thus contact me if you are interested in deploying this ecommece system for your website.
Visit:
| Share
P. +1 (206) 375-9500 PST, Seattle, WA, USA
Copyright 2008-2010 Tim Reha