Today’s customers and prospects expect more from a website than simple one-way communication, and many are adopting social media channels faster than organisations. Social media has become such an integral part of many people’s lives that Lightspeed Research recently found that half of social network users log on regularly throughout the day. The challenge companies now face lies in integrating new social media channels with other traditional channels as part of a cohesive, multichannel customer interaction strategy across sales, marketing, and service.
If modern businesses want to integrate social and collaborative capabilities into their customer experience management, their engagement has to be authentic and reflect the very mood of the conversation they are engaging with.
As discussed on our previous post, we’ve have just launched our Web Experience Management solution and a key module of the suite focuses on social and is aptly named CQ5 Social Collaboration. Social collaboration is helping customers like Waitrose to respond to some of the challenges online marketers face when building media-rich, interactive online communities that attract genuine engagement.
This helps to increase site repeat visits, build customer brand identification and loyalty, and facilitate greater customer insight for continuous optimisation of new campaigns. It also includes a new forums capability, so that users can exchange and connect information within and beyond the organisation to employees, vendors, customers, prospects and other stakeholders.
To find out how CQ5 Social Collaboration can help your business, look here to learn more, and would be great to know what you think.