Bertrand Duperrin's Library tagged monitoring →  View Popular, Search in Google

"gone are the days where Customer Support is done just via phone calls, email and discussion forums. Today people expect real-time, engaging experiences with brands on social networks like Facebook and Twitter. When they post they want answers, and if they don't get them they may lose interest in the brand. "

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"This is also our guiding principle at Darwin. We want to better enable people to make decisions by using Chaos Theory principles to let the content self-organize and then creating useful content visualizations to facilitate the human mind’s ability to sort through content as you will soon see. It is the opposite of semantic technology that tries to get the computer to understand language and do some of the cognitive work. There can be a place for both."

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"Social media monitoring and response will never replace a traditional customer service organization. The two can only complement each other. If either side are lacking in commitment the customer experience will suffer. Due to the prevalence of social networking and its adoption by customers of almost any company, customer service will probably always continue to have need for a public extension of its heretofore “private” (that is, between the customer and the company) existence. But a shiny social media presence is nothing without a solid customer service organization behind it."

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"The future of BI 2.0 will not rely on server power, but on the human power of the entire organization to capture everything, convert social media into tangible business objects, and automate real-time business processes. BI 2.0 needs to help enterprises do three things:"

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