media & communication

CEO Alexander Woelke

How successful can achieve a social network focused on the B2B communication? n-oriented social network-achieve social networks such as Facebook or XING are on everyone’s lips. But how does it look with industry-specific communities? To be successful such special platforms in the B2B environment? The Partnercloud is launched in January of this year. Now, reports Alexander Woelke, the Managing Director and CEO of Cloudbridge Consulting GmbH, about the successes to date and the special requirements for such a network. media.Meeting point: Mr Woelke, you have built up a vertical online network for the ICT sector in Germany: “Partnercloud”, where you connect the industry in a business community and encourage the Exchange. To know more about this subject visit Nigel Slater. Why does it need an additional platform, as in the case of the Partnercloud for the ICT sector? Waqas: the Partnercloud is in contrast to many other communities or social networks exclusively focused on business-to-business in the ICT industry.

It is thus neither an Exchange by developers at the technical level nor to set up another private community or social media in the traditional sense. Companies are the focus here. Direct communication and showing your own competence and experience profile of dealer, ICT manufacturers and IT solution providers is available in the Partnercloud in the foreground. Focus on it talking about sales, marketing, new partnerships and the expansion of the own solution offer. The online platform allows ICT companies, to expand its partner network, and effectively to communicate, because here the relevant solution partners quickly find themselves with their specialized solution. media.Meeting point: What is the special feature of a community for the B2B sector, which by itself is limited by a pointed topic? Waqas: the Partnercloud clearly differentiates itself from traditional platforms. The well-known platforms are freely accessible in contrast to the Partnercloud for everyone, for individuals as well as for employees of companies in all industries.

Customer

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. 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.