Social CRM & Mobile Care

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You know that Social Media and Mobility are among the most important trends affecting your contact center. But how do you implement an effective Social + Mobile CRM strategy without putting at risk the lifeblood of your business?

This channel has been created as a resource to help you address this challenge. Here you will find the information you need to assess the business opportunity, build a business case, and get answers to your questions from some of the foremost subject matter experts in the industry.

About Hold-Free Networks

Hold-Free is an enterprise contact center Software-as-a-Service (SaaS) that enables the modern customer service experience. The Hold-Free suite includes four modules: Service (embed customer service into a Smartphone app), Sales (add a personalized communication channel), Social (leverage social media), and Security (improve convenience while reducing risk). Hold-Free can be implemented in a flexible manner that requires no integration with (or displacement/augmentation of) existing contact center systems.

Social CRM Featured Articles

TMC and Hold-Free Networks Present a Webinar on the Social Contact Center
NORWALK, CT -- TMC, a global, integrated media company helping clients build communities in print, in person and online, and Hold-Free Networks announced today a complimentary Webinar, "Says Who? Understanding the Role of Influence in the Social Contact Center…" live onThursday, April 19, 2012 2:00 PM EDT / 11:00 AM PDT.

Social CRM and Mobile Care Applications Drive Powerful Sales Results
Social media is changing the way we do business. Companies and sales staff are interacting more than ever with their customers via social media sites. Engaging customers through these platforms creates a new expectation for sales teams to dynamically interact with the base. There is a clear need for a software application to handle these capabilities, something that addresses social CRM and mobile care.
5/22/2012

Social CRM and Mobile Care Continue To See Increase in Usage
The use of social CRM can make or break any company. It involves using next-generation technology to organize, automate, and synchronize business processes. Companies that are prepared to not only use social CRM services, but know when to upgrade them will do better in the long run verses companies that choose not to take advantage of the powerful tool.
5/18/2012

Socail CRM and Mobile Care Continue To See Increase in Usage
The use of social CRM can make or break any company. It involves using next-generation technology to organize, automate, and synchronize business processes. Companies that are prepared to not only use social CRM services, but know when to upgrade them will do better in the long run verses companies that choose not to take advantage of the powerful tool.
5/18/2012

Addressing the Challenge of Delivering Exceptional Customer Service over Multiple Channels: Interview with ITEXPO Speaker
Frustration over long wait times, robotic answering systems and poorly integrated support channels has created a unique market for a new breed of contact center solutions aimed at liberating consumers from the pain of communicating with businesses.
1/26/2012

[+] More Social CRM Articles

Social CRM Featured Resources

Building Your Business Case

Creating a Demo That Turns Heads

What is Social CRM?

Social CRM is an evolution of customer relationship management that acknowledges the growing importance of social media in the customer care process. Enterprises must be able to listen to, analyze, and engage in social media in order to provide effective service to the modern consumer. Beyond integrating a new communication channel, Social CRM addresses the modality (such as Smartphone), context, and expectations associated with today's customer interactions.

Social CRM - Ask the Experts

Do you have a question about Social CRM & Mobile Care?
Submit your question here and we'll have an industry guru answer it for you.

Recent Q & A's:

Q:Will improved access to customer service in our Smartphone app cause operational costs to increase?
Actually the opposite is true. Empowering your consumers leads to more effective use of self-service options and improved first call resolution. The net result is fewer "zero outs", misdirected calls, and transfers... as well as shorter handle times. Telecommunications costs even decrease as the result of eliminating on-hold time and bypassing Toll Free.
Q:How much integration is required to add social and mobile channels to our existing customer service infrastructure?
Some solutions require you to augment your ACD while others utilize a gateway that interacts with your contact center infrastructure in its current state. You will also need to consider whether any modifications to the agent desktop will be necessary (could be a basic widget that appears only for certain interactions). So it really depends on the solution that you choose to implement, but clearly the appeal of certain offerings is the lack of integration required.
Q:What are the main security concerns that need to be addressed when implementing mobile customer care solutions?
Perhaps the first thing to consider is where customer data physically resides. Most applications will prevent sensitive data from being stored on the mobile device itself, but you'll want to verify that. Discuss your security standards with prospective vendors to find out how well they adhere to them and how data traverses public and/or private networks with their solutions. One of the reasons that the playing field has leveled in recent years between SaaS and traditional CPE vendors is the high priority placed on security.