Social Experience Management, Customer Experience Management

By: Egain  09-12-2011
Keywords: social networks

Time spent by consumers on social networks surged 73% in 2009 and this megatrend is expected to continue. In 2010, social networks collectively became the #1 online destination. Consumers are increasingly discussing their needs, soliciting and offering advice, and sharing their views about businesses like yours in these social networks. This free-flowing viral conversation is both a challenge and opportunity for your business. Customers expect service wherever they are—this includes communities and social networks. Savvy businesses are leveraging this opportunity for competitive differentiation by delivering superior social customer experience. On the flip side, if businesses do not address negative references in the social cloud, the consequent damage to their brand might be irreversible.

eGain Social Experience Suite is a complete, one-of-a-kind solution for social customer service, knowledge harvesting, reputation management, and community management. Unlike alternatives, it is comprehensive, seamlessly blended with other interaction channels for superior customer and agent experience, and enables best practices for success.

Keywords: social networks

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