Guest post by Ashley Verrill.
I read a report recently that found 47 percent of people have used Facebook, Twitter and other social media channels for customer service. And these people aren’t just airing grievances. They actually expect a response. This presents a huge challenge for mega brands that receive thousands of mentions on any given week.
I’ve reviewed myriad technologies that enable companies to effectively filter out and respond to many of these mentions on social media. They use keyword identifiers to extract relevant messages and route them to a support rep or community manager to respond. While this does make the process more efficient, it can’t scale to meet the demand for some companies (without having to hire an army of responders). And what’s more, I would argue it’s more valuable in the marketing and building word-of-mouth context for people other than companies to get involved in these conversations.