How social media helps customer service - Up close examples

I just bought a new cell phone – starting with an AT&T Pantech Matrix Pro before switching to an iPhone.  My goal, beyond making phone calls, was to download emails from multiple email accounts, send text messages, and Twitter.

Guess what?  I experienced configuration problems.  No surprise there, what with a new phone and all. Besides, that’s what tech support is for.

In trying to solve my problems, though, I experienced an up close and personal view in how three companies – AT&T, Pantech, and Rackspace Email – use Twitter’s social media channel to their benefit...or in the case of one company, to its detriment.

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Social CRM solution – The integration of social media with traditional CRM

Social CRM (SCRM), sometimes known as CRM 2.0, goes beyond traditional CRM to incorporate social media into the capture of customer relationship information.

A SCRM tool set is intended to help folks within a company deepen their business relationships collecting actionable intelligence from your social channels to help propel your business.

Examples of social channels can span anything from your own community sites to Facebook to Twitter and beyond.

I prepared the slide presentation below to give you insight into Intellicore Design Consulting’s vision for a SCRM solution (and a copy of the presentation is also available under our Resources section).

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