image courtesy of Patrick Thibodeau
Online discussions have revolutionized how businesses must serve their current and potential customers. Through savvy tools, companies can monitor what people are saying about their brand, which puts them in a position to have customer service representatives react.
One such tool is a product from Salesforce appropritately named Salesforce for Twitter. An interesting function of this program allows you to automatically turn Twitter mentions (@ replies that include your Twitter handle) into customer service tickets.
Rich Cherecwich explains this well in an article on iMedia Connection: "For example, if a subscriber had a problem with their Comcast service, they could simply tweet at a Comcast account, and that tweet would be turned into an active ticket, similar to phoning a corporate call center."
If you've used any of these products or have others to recommend, we'd love to hear about it.
Additional online monitoring/organization tools worth looking at:
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