Customer Care 2.0: consumers, businesses and government dialogue on the internet so
It's called Customer Care 2.0 and is set to revolutionize the relationship, often problematic, between businesses, consumers and public Amnministrazione exhausted by long and unnerving expectations of both private and public call centers, or answers, sometimes inadequate, confused and even contradictory.
The solution they found the researchers Reputation Manager specializing in analysis of online conversations and is a little 'the egg of Columbus: to match demand and response, after having monitored and raked the web, on a platform common. Online, of course.
The project was presented for the first time at the IAB Forum by engineer Andrea Barchiesi that he envisioned as an integrated strategy to communicate with the digital consumer.
In just two generations, the consumer has gone from being a passive object of communication, active subject, which researches and produces content for the whole community through the Web: disappointed by the traditional call center, corporate or public is not important, unable to provide answers to questions the user poses, turns increasingly to the Internet, as if the new Oracle of Delphi.
Experts call Conversational marketing, that is an enhanced dialogue and partnership . For scientists in Reputation Manager, who developed the project from an articulated conceptual planning and technology, it is simply to study, as well as they do in other areas, from Web Reputation to Buzz Marketing , user behavior when searching for information on the Net and to provide the answers they expect exactly .
Already today because consumers expect a response from the web for all . Often, simply type your question in the string of the search engines seeing appear exactly the answer he sought. And when you do not find it? Seek help in forums, chats, wiki pages. On the other hand it is now accepted that the consumer is part of a global community to exchange information and experiences.
And companies, in all this? And public administration? Often remain at the window, waiting for the consumer-user call them for information: a lazy attitude and a myopic view of their customers end up, consequently, to have a negative effect on the company ..
The idea of \u200b\u200bthe team was the Reputation Manager, meanwhile, to encourage companies and become proactive towards a consumer-user contact them, or would like to contact them but often impacts against complicated and cumbersome mechanisms of call center.
And then provide them with an instrument for acting: interrogate the web in search of questions, you raise those questions unresolved and misunderstood and provide the correct answers. Where? Still on the network on a shared platform.
" Years of experience in online content - Barchiesi says the engineer - they made us understand that there a class of content that escapes the traditional semantic searches . This content are called "dark matter " . These conversations seem neutral, because they do not cause injury or direct praise, but that open up a completely new scenario. What are they? Let's talk about questions, concerns and requests made by consumers , under which companies can not not respond. The system we have imagined, designed and built does just that. "
A new model of customer care. A customer care 2.0.
Press Office Manager Reputation
O. Communication Zone
Patrick RENZETTI
p.renzetti @ ozonecommunication.it
Press kit complete with pictures in high and low resolution at the request
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