As demand for customer support on Facebook and other social networks increases, it will be increasingly difficult for companies to keep up. But appeasing customers will garner the customer loyalty they depend on.
Customer Relationship Management
Facebook and social ad-management software provider Buddy Media acquired Facebook advertising developer Brighter Option and social commerce and analytics startup Spinback over the past year, but it may find itself on the other side of the table soon.
Social enterprise software creator Buddy Media announced a host of additions to its social marketing suite this morning, including a unified social data application-programming interface, universal conversion tracking, and a new mobile content-development platform.
Social Dynamx made its entry into the customer-care sector for Facebook and other social networks today with the debut of its enterprise-class social customer care platform.
AgoraPulse is tailoring its entry into the customer-relationship-management field to small and midsized businesses, emphasizing its self-service interface and affordable pricing.
A telling sign of how Facebook has superseded all other forms of customer relationship management is the Social Database. Fan Appz has a new product by that name, and the company’s Chief Executive Officer Jon Siegal told us all about it.
Customer-relationship manager Conversocial recently conducted a study on expectations for customer service via Facebook and other social media, and it found both high hopes for the medium and gaps in its execution to date.
Providing customer service via Facebook is becoming more mainstream, as a survey of 331 companies with annual revenue of more than $10 million found that 23 percent of them provide customer service and support via the social network.
Social media managers having trouble keeping up with all of their interactions with customers on Facebook and Twitter may have some help in the form of the new starter edition of software from Conversocial.
Many people claim that the primary benefit of Facebook is for managing existing customer relationships rather than starting new ones — but this should not be an either-or proposition.