IT Employment

Customer Interaction 2.0: Adopting Social Media as Customer Service Channel

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Executive Summary

Since customers first share their problems with a social networking community before directly addressing a company, social networking sites such as Facebook, Twitter, MySpace or Foursquare will be the interface between customer and company. For this reason, it is assumed that social networks will evolve into a common communication channel - not only between individuals but also between customers and companies. However, social networking has not yet been integrated into Customer Interaction Management (CIM) tools. In general, a CIM application is used by the agents in a contact centre while communicating with the customers.

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