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Cloud and Social Media to Transform Customer Service at Organizations


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January 09, 2013

Cloud and Social Media to Transform Customer Service at Organizations

By Rajani Baburajan, TMCnet Contributor

CoreMatrix (News - Alert), a provider of cloud computing consulting, systems integration, social strategy development and managed services, says there is a growing demand for innovative call center software solutions that incorporate social and other interactive capabilities.

Social networks are becoming integral part of customer service. Customers now have more choices than ever in every product and service category. They can access a wealth of product information and reviews online through social networks and engage in meaningful interactions to improve satisfaction on products and services. Social networks have significantly improved interactivity between customers and organizations, which has forced organizations to provide stellar customer service in order to compete in the market and gain customers.

“We believe one of the primary forces driving the increase in demand for innovative contact center solutions is that customer service is one area where a company can innovate and distinguish itself from competitors,” said Paul Nix, co-founder of CoreMatrix, in a statement.

In addition to traditional phone and e-mail service options, organizations should be able to provide multi-channel customer service, which covers social, chat, knowledge forums, and customer self-service. All customer history data across all channels must be integrated and available instantly to customer service agents. Social tools also improve collaboration on customer service issues.

According to Nix, companies that adopt social elements to add value to customer interactions will increase customer satisfaction and retention rates. Cloud-based solutions allow organizations to deliver innovative service and support to customers—when and how customers want it, Nix added.

 A recent report from Global Industry Analysts has suggested that the need for efficient customer service will spur growth in global contact center market to $337.8 billion worldwide by 2018. According to Nix, cloud based solutions, delivered on a software-as-a-service (SaaS (News - Alert)) model, are a significant part of that growth.

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Edited by Amanda Ciccatelli

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