Blogs are all a-twitter about ClickFox
I just couldn't resist the pun in the title of this post. As some of you may have already read in other places, Datamonitor associate analyst Aphrodite Brinsmead has published an article about Twitter and Google as customer service tools in which she says:
The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These trends have created an opportunity for contact centers to utilize social networking websites to improve customer service at a low cost, by integrating Web 2.0 technologies with other communication technologies.
Customer experience analysis vendors, such as ClickFox, SAS and SPSS, should find ways to use the information from social networking to help enterprises understand and analyze data from customers.
While Twitter and other social networking application are in various stages of adoption and are not yet fully mature as customer service channels, many companies are starting to adopt these and other Web 2.0 technologies to interact with their customers. The main obstacle of using such tools is information security. Brinsmead says:
Some of the key concerns with integrating Web 2.0 channels into customer service solutions include the security in providing information over the web, the authenticity of postings and advisors, and data ownership. For example, banks using Twitter must be careful to educate customers about the hazards of posting personal details. Twitter is an open community, allowing anyone to find users and share information, but this can be seen as a disadvantage because there are no controls over who accesses information and the website could, in theory, be used to negatively target competitors' brands.
ClickFox is ready to meet these challenges today. Our CEA solution is data agnostic and system independent and as companies start adopting these new ways to interact with their customers, ClickFox can incorporate these new channels into the overall cross-channel customer experience environment. We're not sure where social networking will end up or how it will eventually be used, but new companies like Yammer (the business Twitter), Flock (social web browser) and even the mighty Facebook (who recently launched their single sign-on API called Facebook Connect) are all getting in position to make significant changes in the ways groups and individual consumers interact with companies. And we can help these companies make sense of it all by tying these new interaction channels to the more traditional ones they are already using. To see how ClickFox is helping customers analyze customer experience today, please visit our download library. To read more on this topic: