Use Social Media to spot issues before they hit the Contact Center!

Firey laptop batteries, defective chips, tainted foods, toothpaste that stains teeth – these are just some real examples of issues that struck companies recently that might have been headed off at the pass by Social Media.

When you have an issue these days – what’s the first place you go for more information? That’s right – the Internet – most likely Google but increasingly for real time information search you might use Twitter. Conversely most people don’t just pick up the phone and call a company anymore.

Some of these issues first showed up on Twitter way before they ever hit the Contact Center. Perhaps days before anyone called into the Contact Center to inquire.

With the speed of Social Media these days – wouldn’t you love to have a few day head start? Well you do – but only if you are listening.

A peer of mine said that she has seen this effect already on Twitter but she doesn’t jump at the first sighting – she waits to see at least a second sighting perhaps in a different channel (or coming from a different region) before she decides to engage.

While clearly you need to use your best judgment – you do have the opportunity to head off at the pass serious issues for your brand before they become front page news. The only caveat is, you have to be listening …

6 comments to Use Social Media to spot issues before they hit the Contact Center!

  • L Kinoshita

    Does Avaya have a corporate policies on how/what employees can post online? Or are you the only "approved" source for corporate tweeting? How do prevent rumors, stock-moving information from getting leaked? Are written policies effective, or do you need training sessions?

  • Paul Dunay

    @L Kinoshita – sounds to me like you need to research some Social Media Guidelines – I suggest looking at IBM and Intel's

    here is IBM's – http://www.ibm.com/blogs/zz/en/guidelines.html

    (which I have called the Consitution of Social Media Guidelines)

    and Intel's – http://www.intel.com/sites/sitewide/en_US/social-media.htm

    Bottom line – when you read these guidelines – you will see "common sense isn't so common"

  • 6p00e54ee040188834

    And now Google is incorporating real-time results from Twitter, Facebook and MySpace, so the job of paying attention before the s*** hits the fan is made even easier.

  • Darren

    Great blog Paul! I can definitely see how social media can help companies and call centers in finding and overcoming problems more quickly.

  • Paul Dunay

    @ 6p00e54 (aka – Paul Chaney) – Agreed but I am not using Google to spot those trends in fact I need more powerful tools than we have even today

    I need it sorted by sentiment and sifted by keywords so I know where to route the inquiry

  • Paul Dunay

    @ Darren – thanks and thanks for commenting

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