While it’s no secret Contact Center and Social that contact centers are changing thanks to new technology, it’s interesting to examine some of the reasons why this technology and bc data singapore new forms of communication are driving this change. Today, contact centers and social media go hand in hand more than ever.
On the one hand, call centers are adapting multimedia channels as new ways of communicating with companies. On the other hand, these new communication channels are forcing contact center operators and agents to prepare and train more thoroughly in the use of these new forms of communication. Indeed, customers are becoming more demanding every day; they expect better service from companies, and they also want them to adapt to the new information channels that these times bring.
However, the change in call center philosophy goes beyond customer demands and a greater variety of channels. The essential change lies in the evolutionary leap in communication, which is based on the two-way nature of the message.
The old concept of prosumer
Not long ago, companies controlled the message how to integrate ip telephony with chatgpt consumers received from brands and those selling a product or service. Advertising, marketing, and communication with companies were reduced to a one-way channel where the company spoke and the consumer listened.
Customers could share some information with friends and family, but the influence of that message and information didn’t extend beyond that. Today, that has changed radically, and the relationship between the contact center and social media is more than evident.
The passive consumer of a few years ago has suddenly found himself immersed in social networks where he can, in addition to interacting directly with companies and brands, share information with any user anywhere in the world. In this way, the consumer becomes simultaneously a recipient of information about the brand and a producer of it. Hence the new term to describe the 2.0 consumer: prosumer (consumer/producer).
Today’s consumers use the internet to read user reviews about a brand or company, and so-called “influencers,” who have gained a certain influence on social media and generate opinions among their thousands of followers, can become a powerful ally for our brand or ruin our reputation with a negative campaign.
Getting prosumers, brand ambassadors, influencers, brand lovers…
When it comes to consumer behavior, we blindly trust the usa b2b list opinions of others we don’t know, but who provide information that either inspires confidence in a brand or product, or the opposite. Managing our product’s influencers is essential to our digital brand reputation strategy.
Reaching them today is easy, but maintaining their loyalty is not so easy. Here are some tips: Identify key and influential customers through social media. Find out who is promoting your products and using your brand through social media or websites.