In the pre-cloud era people dedicated time to maintaining well cataloged diaries to record birthdays, tasks, maintain contacts and meeting notes. Today people directly assign tasks to you, birthday reminders pop out of nowhere and contact information is automatically synced based on people’s Facebook profiles. Tiny droplets make an ocean and today we have the means to aggregate the tiny droplets, thanks to crowd sourcing tools.
This has a huge impact on business as well, one example is Tech support. Tech support now is a culmination of video logs on YouTube, so customers know what the problem is before they contact the help desk, they just want the support personnel to fix it and do it quick. Yet, it amazes me how the likes of HP and Apple mostly have marketing videos on YouTube and the product fixes and workarounds are mostly posted by random amateur techies. I am sure both the customer and HP would rather have the fix coming from the authorized technical support personnel rather than some amateur videos. Further call centers can no longer run robotic checklists with impatient customers who know exactly what they want.
Today’s savvy customers are quite freely embracing these tools and get their job done faster, while the corporate machinery is playing catch-up. Probably because those defining the organization strategies are not yet plugged-in and still thinking call centers and off-shoring when it comes to customer service, not to mention the challenges managing compliance and risk.
Social media is not just a buzz word that the marketing teams flaunt and put out attractive videos, these tools are transforming the way we service our customers, significantly improving efficiencies and re-defining SLAs. The bottom-line is companies today need to be nimble and have a holistic social media strategy, in short they need expert advice.
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