{"id":840,"date":"2015-12-09T00:13:39","date_gmt":"2015-12-09T00:13:39","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?p=840"},"modified":"2020-06-22T17:08:34","modified_gmt":"2020-06-23T00:08:34","slug":"allow-the-social-channel-to-break-down-contact-center-walls","status":"publish","type":"post","link":"https:\/\/ptpinc.com\/staging\/enterprise-cx\/allow-the-social-channel-to-break-down-contact-center-walls\/","title":{"rendered":"Allow the Social Channel to Break Down Contact Center Walls"},"content":{"rendered":"

American author, Dr. Maya Angelou expressed an important sentiment that everyone in customer experience should deeply understand. She believed that:<\/span><\/p>\n

\"people_will_forget_what_you_said\"\u00a0<\/span><\/p>\n

<\/p>\n

This is true for many organizations that respond to negative customer postings on social sites and engage customers in a positive way to not only remedy their problem but also make the customer feel valued.\u00a0 This is very important to providing great customer experience because customers stay loyal to brands that connect with them on an emotional level.<\/span><\/p>\n

To connect with customers \u2013 brands must do business with a customer the way they want and that means organizations need an omni-channel<\/a> presence, tracking interactions and using customer insight to make meaningful business decisions across the enterprise.<\/span><\/p>\n

Why is Social Listening Important?<\/strong><\/span><\/h2>\n

In a recent industry survey we conducted, 67% of respondents didn\u2019t know what customers had said about them on social channels in the last hour. Because they lack a social listening tool<\/a>, they not only miss out on leveraging positive customer reviews but also leave themselves open to a public relations crisis.<\/span><\/p>\n

Let\u2019s take a look at the British Airways story, where British Airways lost a business man\u2019s luggage. He then tried contacting the airline\u2019s customer service department with no resolution. To retaliate, he purchased promoted tweets targeting British Airways 302,000 followers. Eight hours went by before British Airways responded.<\/span><\/p>\n

They not only lost him as a customer, but they also took a hit to their brand reputation.<\/span><\/p>\n

\"social_listening_v4_390\"Enterprise\u00a0Wide Social Vision<\/strong><\/span><\/h2>\n

With this said \u2013 we as organizations need to move from trying to manage customers to meeting their needs with an\u00a0accurate and frictionless experience.\u00a0 The data we get from social interactions alone can help\u2026<\/span><\/p>\n