While social media has become a standard function in most Marketing departments, Customer Service and Contact Centers are just beginning to
become actively involved in social media. When I talk to executives that run
service/support or contact centers, I tend to get the same reaction when social
media comes up—HELP!
Social customer service is very much an emerging market. As
such, there are not a lot of proven plans to follow. There are plenty of
examples where social customer service went wrong and turned into PR
nightmares. It is much harder to find the right ways of doing it where savvy
service executives have avoided public embarrassment.
Oracle is partnering with Ovum to help provide you with
guidance, recommendations and best practices for proactive social customer
service. Over the coming months, we will deliver insight to you in many forms
including analyst blogs, research reports, e-book, Webcasts, live events and
data to help you formulate a vision and execute a strategy. A great place to
start is our resource hub, which we’ll regularly update with new content. Check back on this
blog site for further insights from Aphrodite
Brinsmead, Senior Analyst in the Customer Interaction team at Ovum. You can
also ‘like us’ on Facebook or ‘follow us’ on Twitter to stay updated on new
We realize that for you it’s all about delighting customers.
Imagine being able to navigate the social customer service maze and get it
right. One day Marketing comes running to you with a social crisis. And you can
let Marketing know that not only have you seen and resolved the issue, you’ve turned
the customer into a happy one.