Social Media Is Expanding eBusiness' Potential To Offer Proactive Support

Social media has dramatically changed the online customer service landscape. However, many eBusiness leaders rush to implement social customer service and risk compromising their ability to deliver a consistent and relevant customer service experience. The next evolution of agile customer service is increasingly proactive. Social media that is built upon shaky foundations will not achieve this proactive potential. eBusiness leaders should be working with business process managers to ensure that they are standardizing the service experience across customer support touchpoints, empowering customer service agents with a single view of customer data, and investing in a knowledge management system that will support both agents and customers.