Throwback
Thursday!
Forrester
believes that Facebook matters to customer service. With such a vast audience
on Facebook, and really all social media channels, it is important for
companies to give their consumers what they really want...GREAT customer
service! Back in 2011, Forrester analyst, Diane Clarkson, wrote a blog emphasizing
the benefits of utilizing Facebook as another way to give great customer
service, and in turn improve customer satisfaction. noHold was mentioned in
this blog for promoting customer service on Facebook via our Virtual Agents. Diane's blog applied then, and with the Facebook audience only
continuing to grow at rapid rates, it applies just as much now.
We have the
same opinion, Facebook is an excellent way to promote online customer service
and we provide innovative ways to implement these practices. In May of 2011,
noHold became one of the first Virtual Agent providers to offer Facebook integration. Having the ability to implement your company’s Virtual Agent on
Facebook not only offers more customer support to your consumers (who can
complain about that?), but also allows you to analyze metrics in a way you could
not do before. With this large audience, it is important to understand what
types of questions are being asked. Knowing the answers to these questions
gives you the power to create better products/services for your patrons.
"Since the very beginning, noHold
has been all about empowering people to get the information they need, when
they need it, and on their own terms. We share this goal with Facebook, so
being able to integrate with their platform is a natural result of our
strategy." - Diego Ventura, CEO, noHold, Inc.
Happy Throwback Thursday!
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