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Social interactions
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Social
networking is the biggest trend to
hit the Internet in the last few years. Aided
by the rapid adoption of smart phones, consumers
are sharing their views about products and
companies much more easily through Twitter,
Facebook, blogs, and forums.
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Consumers are increasingly discussing
your brand online. This free-flowing
viral conversation is a challenge
and opportunity for your business.
Unaddressed negative perceptions can
easily spin out of control (gossip
and rumors at their worst) to become
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a public relations nightmare for your business.
On the other hand, a timely, appropriate response
to complaints or negative perceptions is seen
as a sign of caring.
eGain Social helps you monitor social
media sites for conversations about you. It
enables you to identify and respond to customer
inquiries or complaints. It also lets you
identify useful content from experts in these
channels and develop them into Knowledge Base
articles that can be shared with your other
customers.
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