Social Media: The next evolution in customer service and sales

05 Jul 2010

Social media has dramatically transformed the way companies manage their brands to better engage with their customers. Today, these tools provide a powerful platform for customers to express thoughts or opinions about a company or its brand.

One opinion can have an exponential effect that positively or negatively influences hundreds or thousands of customers.

As detailed in this Genesys white paper, companies should carefully plan their social media strategy by considering tangible objectives and ROI. They should interact with customers on their terms and:

  • Enhance satisfaction by improving service levels and providing real-time information
  • Increase sales conversion rates and discourage shopping cart abandonment with proactive engagement
  • Lower operating costs by using the most efficient channels available.

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