That is the question posed by Tim Passios, Director of Solutions Marketing at Interactive Intelligence.
Twitter is the fastest growing social (and messaging) network and ranks #3 behind Facebook and MySpace. It has received much more attention these days because of stories like this and this. Its simplicity is also an attractive factor: users answer the question “What are you doing?” in 140 characters or less, each answer called a “tweet.” The visibility of Twitter was raised to a new level when just a few days ago Google Search decided to add more weight to Twitter topics.
So it’s evident that Twitter can be used as a business tool, whether for sales and marketing or for customer service. Is there a place for it as a contact center interaction?
Definitely. Just as the telephone, cell phone, SMS, and IM have changed the way individuals communicate with each other and with businesses, Twitter and its social networking peers are now finding footing as the preferred interaction among people. If a contact center solution can tap into that source, it’s bound to have tremendous potential.
And luckily Twitter has a set of API for developers to play with. However, one also has to keep in mind that because of its popularity, Twitter has ran into problems with scale and continues to tackle service interruption problems. Still, whichever contact center vendor is first to incorporate this social networking technology into its product will have a notable advantage.
Eugene
March 27th, 2009
9:58 am
nice article about facebook dude.don