ABOUT US | SERVICES | SUBSCRIPTIONS | LOGIN | SIGNUP
SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community
MARKETS » NFV Pandemic Tech News
HOT TOPICS » SD-WAN THE BLOCKCHAIN DOMAIN UC NETWORK MANAGEMENT
RESOURCE CENTER - WHITE PAPERS   |   WEBINARS   |   EBOOKS   |   TMCLabs   |   VIDEOS|   MEDIA KIT

CHANNEL BY TOPICS


QUICK LINKS




How 3rd Party Remote Call Monitoring Relates to Social Media

3rd Party Remote Call Monitoring Feature

April 09, 2013

How 3rd Party Remote Call Monitoring Relates to Social Media

By Susan J. Campbell, TMCnet Contributing Editor

As much money as companies spend time developing a brand and pushing specific messaging out to the target market, it would stand to reason that consumers would form a perception of that brand. If the call center in place to support issues or service questions does not deliver on the value of that brand during customer interactions, that perception is quickly tainted. 



The impressions don’t stop there, however. According to the Fonolo blog, social media must also be taken into consideration. This channel not only presents a challenge, but also an opportunity for contact centers. The challenge exists in the maintaining, monitoring and providing of a consistent quality support experience throughout all social platforms. The opportunity with social platforms is that customer expectations can be surpassed and evangelists of the brand are created. 

For those brands failing to use social media, they are essentially ignoring requests and information from customers. In fact, 56 percent of customer tweets to companies are being ignored. In 2010, 19 percent of consumers were already sharing their dissatisfaction with specific brands on their social channels, demonstrating a 50 percent increase over the activity in 2009. An investigation of data provided by onholdwith.com showed that many of the unanswered tweets were coming from people waiting on hold. 

Onholdwith.com captures tweets from consumers complaining about lengthy hold times, lists the worst offenders when it comes to ignoring tweets. In just the last two weeks, the IRS had 178 tweets unanswered. Other offenders include @aircanada, @ComcastCares, and @VerizonSupport.

For those organizations that have yet to embrace social media as another interaction channel for the customer base, there are significant opportunities missed. Echo Research and Fishburn Hedges suggest that 65 percent of consumers using social networks to communicate with companies are the preferred method over the call center. This is especially true when phone service is not up to par.

Consider a situation I experienced with GoDaddy when I was unable to access my GoDaddy-supported email accounts. Instead of calling GoDaddy and waiting to speak to someone (I anticipated a long hold-time with this issue; I was pretty sure I wasn’t the only one experiencing it), I launched my Twitter (News - Alert) account. 

A quick search revealed others having trouble getting into their accounts. I responded with my own Tweet using @GoDaddy and within seconds, I had a tweet from a GoDaddy rep. Over the course of the next hour, this representative continued to work with the tech team to get the problem restored and interacting with me at different points along the way. I was impressed with the approach and the way the problem was handled, and I didn’t have to wait on the phone the whole time.

In this situation, GoDaddy wasn’t just responding to a situation, they were also in the conversation. Someone on their end was monitoring social conversations to see when they needed to get involved to deliver on customer expectations. Whether they used internal or 3rd party remote call monitoring solutions to get the job done, the point was that the work was effective. 

3rd party remote call monitoring provider, BPA, offers a social media monitoring solution that is designed to capture all customer interactions taking place in the social media realm that are related to the brand or the organization. With the Social Media Monitoring Program, firms can quickly outline their objectives and quantify customer feedback. This information is then used to generate key statistics.

As conversations regarding the brand are taking place across multiple social media platforms, it’s critical that organizations pay attention, monitor the conversations and get involved when necessary to protect brand perception and even deliver quality customer care.




Edited by Ashley Caputo
› Return to 3rd Party Remote Call Monitoring Home





Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

IMPORTANT

SUBSCRIPTIONS


Subscribe to our FREE eNewsletters
CLICK HERE

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy