Social Media is like a cocktail party –
Once you’ve identified that a conversation is taking place about your company, brand, product or service, you can use Customer Gateway to respond and become involved in the conversation.
This would be akin to hearing a conversation at a cocktail party where someone is relating a bad experience they had with your company. You’d probably walk up and say “I’m sorry you had a bad experience, that’s certainly not what our company is all about. Please give me a chance to make it right, here’s my card. Call me on Monday and I’ll get it resolved for you.” That’s the opportunity that Customer Gateway affords you on Social Media.
Conversely, if you hear a positive conversation, it gives you the opportunity to step in and say “I’m glad to hear that. Have you tried this other product/service we offer? Here’s my card, present it to the sales manager and he’ll give you a special deal – as a thank you from me”
Customer Gateway allows you to enter the conversation in a genuine and helpful manner, allowing you to show that your company cares about its customers and is willing step up and get involved.
