Looking for discussion on companies, products, brands to augment customer contact, service
Cisco this week jumped into social media CRM with software that allows companies to mine through social media networks looking for discussions on those companies and their products. Cisco SocialMiner is intended to augment customer contact and service capabilities by proactively injecting customer service agents into public discussions on companies and brands in social media sites like Twitter, Facebook and blogs.
The key word is public social media sites. If these interventions took place in a private IM or Skype session, there’d be trouble. But then, with all of the privacy issues social media outlets have had to deal with recently, there’s always a possibility things could get squirmy for SocialMiner users.
Cisco says 34% of online Americans use social media to rant or rave about a particular product, company or brand. This provides a golden opportunity for companies to intercede and see if they can assist in some way.
Or it could drive people away from using public social networks for those rants and raves.
SocialMiner can be used with or without Cisco’s Contact Center system. It can also be used with non-Cisco contact center systems.
Cisco also rolled out Cisco Finesse, a “cockpit” for compiling and presenting electronic customer service interactions and histories. Finesse is based on Cisco’s Quad enterprise social media software that was introduced earlier this year.
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