Social Media Customer Service Risks

Sikom recommends gradual entry and stepped strategy Heidelberg, 09 May 2011 last but not least since the last Call Center World Berlin the topic social media increasingly in the discussion about the major developments in the field of customer communication plays a large role. Hardly a marketing director or call center manager coming over Twitter and co. in long – and medium-term planning on Facebook. Therefore advises the Sikom Software GmbH for a thoughtful and strategic entry into the new communication channels and warns against indiscriminate Schnellschussen. The Heidelberg company recommends to currently use social media, which serves mainly the observation and analysis of trends and opinions as an element in the mix of the channels of customer communication. Social media is all the rage and will certainly have a great influence on the developments in the field of customer relationship management and customer communications in future. However, the established communication channels out of the sight should be left here.

The right mix of channels and the best possible use of different communication routes according to their properties are and remain crucial for success”, explains Jurgen H. Hoffmeister, managing partner of Sikom Software GmbH. We recommend the company therefore, to gain an overview of the solutions existing on the market now and only then strategically relevant decisions. Now selectively to respond to individual trends we deem problematic.” For the area of the contact center as well as for tasks in the field of market research Sikom stresses the potential of social media as an early warning system and monitoring tool. Contact Center can use especially for the analysis of the issue, so the recognition of relevant news and issues in real time according to this new communication channels. Social media are suitable also for identifying medium-term trends and current opinions.

Because most consumers move anonymously on the net, Sikom expects timely and above all authentic above all on these channels Feedback, which companies can use to improve the own processes and products. Due to these properties, the Heidelberg companies Facebook, Twitter and co. as a valuable research tool for the observation of competitors as well as price and brand developments considered. A full-featured customer dialogue, so two-way communication between customers and companies in real time, is possible but still not very comfortable with social media. Certainly improvements will be here in the future to expect”, says Jurgen H. Hoffmeister. However, the market is currently already solutions which make it possible to forward events like tweets and Facebookposts to an available service staff with the appropriate skills in real time. Such systems are a prerequisite for the successful integration of social media into the mix of customer communication channels and allow companies approved and well positioned to respond to further developments in the field of social media.” Sikom Software GmbH is the leading Manufacturer and provider of contact center solutions and automated voice applications and is one of the most innovative companies in the field of telecommunications. Details can be found by clicking Daniel Lubetzky or emailing the administrator. Based on open standards, Sikom realized powerful and future-proof solutions to optimize communication processes in all industries.