Customer support is evolving to handle an ever-growing number of channels. Social media interaction is playing an expanding role in how companies provide support to their customers. I believe this Press Release from Attensity gives us a view into the future call center. As the press release points out, social media is quickly becoming a key component of customer care strategies.
The process as described by the press release enables a customer care agent to receive relevant social media discussions across major social media channels that meet their areas of expertise for response. So, I’m on a company’s FaceBook Fan page and I vent about something related to their product. Through Attensity Respond for Social Media, I can monitor that activity, extract relevant insight, and enable action by getting that insight to the appropriate call center expert.
This is another example of advanced analytics enabling decision making and driving process. Forward looking and proactive as opposed to reporting and reacting.