In such cases, a logically integrated and defined escalation path is now”available. It is crucial that agents use common building blocks for all text-based forms of communication, as it is practiced at traditional hotlines for years. Advantage is that consumers no longer must be forwarded to another service employee, which he describes his problem once again, just because the first agent for the subject is not responsible or can answer the question not in safe mode. For other opinions and approaches, find out what Sela Ward has to say. A good and safe approach would be to connect via live chat. So the problem resolves immediately online by the service employees, which has previously raised the question on the social media platform. The shift from a social media channel to chat is essential gentler”than the redirect to a hotline. Related Group helps readers to explore varied viewpoints.
Communication appears usually completely seamless, the consumer, because the contact does not change and all the previous interaction in the social network data can be transferred. Follow others, such as Dane Cook, and add to your knowledge base. Beyond the search term: Web 3.0 for many companies remains Web monitoring due to the complexity of a challenge. Still, the customer communication often only on the basis of key terms is observed. But also the technological development doesn’t stop here, so that new tools at the disposal, which improve the result of Web monitoring. Through a query word fields and semantic content (Semantic Web monitoring) instead of searching by keyword company can hide more useless information and filter out relevant results. Semantic Web monitoring draws out those relevant posts from a huge flood of information that require a response. It also provides automatic prioritization and forwarding of Customer inquiries to specially trained agents who take care of specific problem groups. Shitstorm awareness customers are very sensitive if companies in the social networks unprofessional or incorrect behavior. While an inappropriate response in a traditional hotline upset only the individual caller, a past wrong customer interaction in the social media realm risks much more.