Apr
28
Written by:
Glenn Abel
4/28/2011 5:51 PM
John Burton, Director Product Management for SAP CRM Interaction Center, SAP Labs, will be presenting the topic "Harnessing the Power of Social Media to Improve Customer Service Operations" on Monday, May 16 from 3:00-4:00pm, and we're excited to hear what he has to say. Here's a preview of what we have to look forward to:
"Up until recently, customers who needed support would turn to your corporate website or call center for information, help, or customer service. Today however, many customers won't even bother visiting your corporate site; instead they will just "Google" the answer. And if that doesn't work, rather than spending precious minutes or hours sifting aimlessly through your web self service site, customers will simply air their grievances on social media outlets such as blogs, Twitter, Facebook, Yelp, GetSatisfaction, or other online communities.
Companies need to respond to this paradigm shift by extending their contact centers and customer service organizations to incorporate Twitter, Facebook, and other social media sites. In this presentation, we will learn about SAP's existing consulting packages for Twitter and Facebook, as well as SAP's future roadmap and plans for social media."
We plan on attending the session and look forward to seeing you there!