Technological developments takes on many changes in social behavior and these changes are happening rapidly. But those who deal with the public must be prepared to understand the changes and foresee them. Right now, consumers are defined as 3.0 and companies need to be ready to relate to your audience within your environment, which are social networks.
There was the on-site service, then via online services. We’re in a third generation, which is the union of all previous ways of contact, social networking and more. Companies need to offer phone support (which is a legal obligation in the case of Customer Service Centers).
Contact centers have been following this evolution and must be prepared to offer support to firms in contact 3.0. Vocalcom data show that 3% to 5% of the companies relate to their customers through social networks. This number is very low, especially if we consider that the changes happen faster and faster.
At least 1.5 billion people are on social networks around the world and according to comScore, another interesting data is that 30% of consumers are influenced by social networks. With that said, they deserve attention.