The pros and cons of using the Social Media in a customer service

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Nixxis shakes the house when it comes to supporting customers over today’s social media. Be careful to whom you give information about your customers, your processes and your failures.

Every company wants to make it easy to be contacted by customers. And that’s fair!

Still sharing your customer’s personal data and conversation on any media out there is something you should be carefully thinking about.

Indeed, since the 80’s the call centre world has witnessed several waves of technology trends and innovations. It all started with the ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) platforms for the inbound call centre that improved already a lot the call distribution and handling time compared to the standard circular or “round robin” distribution of calls.

For the outbound call centre, the predictive dialer and the answering machine detection systems allowed to highly improve the productivity of call centre agents.

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In the near future, “Chat Bots” (for chat robots) are very trendy and might one day replace humans in interacting with customers and providing customer services and support via social media like Facebook pages, Messenger, WhatsApp, WeChat, Twitter, etc

Today, social media is actually falling into the category of a “free media” after all and by all means is not really "free" for everyone; it is based on one main source of revenue: Advertising.

So, here is the way how a “free” social media is financed; it gathers all possible information about you, your needs, your life and then offers this data to advertisers in an unprecedented way. Actually, they can target potential customers so precisely that the efficiency of the marketing money invested in social media advertising is almost never wasted and close to 100%. This is something that marketers have never experienced before.

But of course, every coin has two sides...

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