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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: