Social Media Customer Service Application

May 4, 2011 / Melody Smith / Comments Off on Social Media Customer Service Application

Cisco Systems is reporting strong growth in its social media call center solutions just a few months after the SocialMiner launch. The social media monitoring and analytics solution is now selling as a standalone social media data mining tool upon customer demand.

We found this news on eCRM Guide in their article, “Cisco Sees Strong Growth in Social Media Call Center Software.” The sheer amount of social media data can intimidate some systems, but Cisco’s social media algorithm is “self-learning” and is growing its intelligence. This allows SocialMiner to route a complaint to a customer care center as soon as the software discovers the complaint in a social media posting. In other words, no more random “dissing” by dissatisfied customers without service recovery efforts being offered.

Melody K. Smith

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Melody Smith

Melody K. Smith has provided organizational, social media and digital communication services to a large non-profit for the past twenty years. Prior to that she championed employee engagement and communications in the healthcare field. She holds a Bachelors degree in Marketing. When not wrangling and writing TaxoDiary content for your reading pleasure, Melody writes fiction, rescues dogs and throws legendary dinner parties.