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!