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Social media continues to gather pace. However, this phenomenon is emerging not just as a bandwagon for the fad-struck consumer – the business world is now embracing it too – and we are witnessing the advent of social CRM as the next change in customer service. This report, commissioned by KenCall, investigates how big businesses are using social media platforms, specifically with a view to delivering customer service.
Major reputation-threatening crises rarely affect organisations, but when do occur they can lead to severe brand damage and customer loss. Organisations must be able to react quickly and communicate effectively with customers to mitigate these problems. Call centre capacity on standby is vital when crises come to pass. Our Rapid Transition whitepaper examines how organisations can prepare themselves.
