January 11^th Webinar Focuses on Social Media Trends

Finding ways for companies to provide better customer service on Facebook is Steve Klein’s job. Klein, Parature’s technical product manager, notes that while traditional customer support channels are the mainstays of all major companies, social media is quickly moving up as an increasingly dominant channel. “That 78 percent of respondents believe that social media will either become the dominant method for consumers to communicate with companies, or will replace other methods altogether – that’s a number that all companies need to take note of.”

Klein notes that Parature clients with Facebook followings ranging from the thousands to the millions have seen strong increases over the past year in technical support questions, product questions, suggestions and customer discussions on their brand’s social media pages. In addition, many have been recognized for their customer service efforts via social media:

• The Parature for Facebook support tab now logs more than 190,000 users in 19 countries across 100+ fan pages each month.
• A Parature customer in the online gaming industry now receives as many support ticket submissions through its Facebook support tab as it does through its website. Read More