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Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center.   |
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February 2014
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10 Social Customer Service Tips New channel interactions don't have to be complicated. |
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March 4, 2011
Paul Shread |
Salesforce Friends Facebook for Call Centers The SaaS giant adds support for Facebook to its Service Cloud 3 call center. |
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October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
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June 2011
Donna Fluss |
Use Social Media Proactively Leveraging sites like Facebook and Twitter is critical |
InternetNews
August 21, 2009 |
Facebook Pages Publish to Twitter With New Tool Promotional marketing on the top social networking site just got easier with a new tool that automatically publishes Facebook Pages content to Twitter. |
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December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
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January 23, 2012 |
Conversocial Releases Priority Response Engine The company adds priority handling, tagging, and customer history to address demand for customer service via Facebook and Twitter. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
May 6, 2011
Alex Cohen |
Top 5 Reasons Your Company Should Use Social Media to Improve CRM Low cost and communities top the list |
CRM
June 9, 2014
Leonard Klie |
Pegasystems Releases Customer Process Manager for Insurance PCMI enables insurers to deliver consistent customer service across channels. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
AFP eWire
May 29, 2012
Derrick Feldmann |
You Get More With Facebook Than You Give -- Is Your Organization Stepping Up to the Challenge? Here are three suggested applications for non-profit organizations that use Facebook. |
Search Engine Watch
November 2, 2009
Ron Jones |
Facebook 101 The basics to know before joining the popular social media site, including tips on setting up your account, privacy, and helpful applications. |
CRM
November 2014
Maria Minsker |
How to Create the Right Content for the Right Social Channel Marketers should understand and leverage the unique qualities of each network to drive conversations and conversion. |
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November 16, 2009
Ron Jones |
Facebook Marketing 101 Tips on promoting your Facebook fan page, engaging your audience, and how to be found in real-time searches. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
Search Engine Watch
April 5, 2011
Kevin Gibbons |
How to Entertain Your Facebook Fans Here are some ideas for entertaining your fans in order to gain that important brand interaction without irritating them. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
Search Engine Watch
June 28, 2010
Nathan Linnell |
Measuring Audience Engagement in Social Media Providing a framework for measuring audience engagement while also soliciting feedback for additional metrics that should be factored into such a calculation. |
CRM
October 19, 2010
Koa Beck |
Genesys Announces a New Social Media Strategy Genesys Telecommunications Laboratories, an Alcatel-Lucent unit that provides enterprise and contact center software, recently launched a new strategy for social media, one that allows companies to use integrated tools to monitor and address consumers through social media channels. |
Bank Technology News
May 2010
Rebecca Sausner |
Most Customers Don't Want to Be "Friends" With Banks, Yet Recent survey numbers suggest that despite the gold rush aura surrounding social networks, it's not crucial for banks to build applications there yet. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
Insurance & Technology
November 18, 2009
Nathan Conz |
Progressive Details Twitter Strategy Progressive has leveraged micro-blogging site Twitter to foster customer engagement and improve customer service. |
Search Engine Watch
June 8, 2009
Liana Evans |
What Are Your Social Media Goals? Most companies are reluctant to enter the social media space because the ROI is a tough nut to crack. Your social media goals will be strikingly different than an SEO or PPC strategy. |
CRM
September 13, 2011 |
Facebook Fans More Likely to Recommend a Brand, Buy Products Report on consumer behavior highlights the need for small businesses to be active on Facebook. |
CRM
July 18, 2012 |
Conversocial Analytics Platform to Focus on Customer Service Metrics New social media tool brings true customer service key performance indicators to Facebook and Twitter. |
CRM
November 1, 2011
Leonard Klie |
Pegasystems Extends Social Media Capabilities in CPM Solution Offering enables organizations to seamlessly monitor, analyze, and act on social media interactions. |
InternetNews
June 17, 2010 |
Wrestling with Enterprise 2.0's ROI Is it possible to quantify the benefits of Enterprise 2.0 technologies? |
CRM
June 2012
Leonard Klie |
Twitter: Hearing 140 Million Voices A growing number of brands are establishing social media command centers -- war rooms from which employees track and respond to customer comments, questions, and complaints on Twitter and other sites. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
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December 5, 2014
Alan Berkson |
3 Steps for Scaling Customer Service for Small Business Balance human interactions with technology. |
CRM
September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
March 30, 2011
Leonard Klie |
Astute Launches Social Media Management Solution Astute SRM helps companies increase customer engagement, optimize social business processes, and drive innovation. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
Search Engine Watch
September 7, 2010
Eric Enge |
Social Media Marketing is a PR Function The potential for viral activity using social media is much greater than ever before, and it makes it easier to interact well with customers. Companies that do these things well will gain a significant competitive edge. |
PHONE+
December 29, 2009 |
Avaya Lists 10 Communications Trends for 2010 In the past decade, a sea change has taken place in how voice and data communications are structured, delivered and used by businesses. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
June 1, 2009
Jessica Tsai |
On the Scene: Users Converge Microsoft Convergence '09: Microsoft and its user groups extend face-to-face with @-to-@. |
Search Engine Watch
November 9, 2009
Ron Jones |
Facebook Fan Pages 101 Marketers, organizations, and businesses can reach out to customers using Facebook's group pages and fan pages. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
May 2, 2012 |
C3 Customer Contact Channels Partners with Social Dynamx for Social Media Customer Care Needs C3 becomes first with advanced capabilities to manage social media conversations. |
Search Engine Watch
July 26, 2010
Nathan Linnell |
6 Key Metrics for a Social Media Measurement Dashboard Creating your own social media dashboard gives you the ability to show the impact of your social media efforts, and it will put you in great position to bide time until a truly robust social media measurement tool is available. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
June 6, 2012
Leonard Klie |
Social Is the Next Great Call Center Tech Social media use in the contact center is projected to grow 22.9 percent this year. |
Search Engine Watch
July 21, 2009
Carrie Hill |
Get Your Small Business Involved in Social Media Any business has the potential to excel (or fail) socially online. Having a game plan is key to making sure you're ready for both instances when your small business participates in social networks. |
InternetNews
March 4, 2009
Kenneth Corbin |
Facebook Takes a Page From Twitter's Playbook New features emphasize real-time communication and offer celebrity updates via News Feeds. |
