We reported previously in this space about how AT&T was using new software to monitor social media outlets such as Twitter and Facebook for customer service complaints. Well good news,
Cisco Systems, Inc. recently launched a new program called SocialMiner that does the same thing. The new software will allow companies to scan social media outlets such as Twitter, Facebook and even customer service blogs (Hi
Cisco!!!!), for customer service complaints. With millions of Tweets and status updates a day, and with over a third of the customer base given a voice online through social media outlets, SocialMiner will help companies become more aggressive in their approach as they will no longer have to wait for customer service complaints to come to them through the phone. Companies can monitor consumer voices online, find out where the problems exist, and hopefully fix them going forward, without consumers like you and me being forced to use the horrible phone tree.
For years it seemed that technological advances were seemingly passing over the customer service industry. While the world was going online with more and more information readily available, the customer service industry was seemingly sitting around, twiddling their thumbs, waiting for the phone to ring. Finally with internal advances brought by At&T, or with external canned solutions that companies looking to upgrade their customer service departments can buy through the likes of
Cisco Systems, Inc., it appears the customer service industry is catching up to the times. We can only applaud and hope that customer service going forward will only continue to get better, as customers will be armed with a voice in the future that should shape how customer service is done going forward.
For more on SocialMiner,
click here.
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Posted by GetHuman on Mon, 8 Nov 2010 4:16pm