Category: Marketing

3 Key Benefits of an Enterprise Social Network

  • ESNs are private digital networks shared by people within an organization.
  • ESNs can help improve communication among staff.
  • Popular ESNs include Slack and Yammer.

Social media is a powerful channel for marketing and sales, but it’s also an incredible tool for people who want to stay connected with others. About 45% of people globally use social media.

Some benefits of social networks such as Facebook, Twitter and Instagram include instantaneous communication, the ability to share messages with many people at once and collaboration support. Enterprise social networks allow businesses to enjoy these benefits privately and confidentially.

What is an enterprise social network?

Enterprise social networks are similar to social media networks, but they’re limited to people within an organization. These networks can include tools ranging from basic chat platforms to project management spaces that let people keep track of calendars, documents and tasks.

How do enterprise social networks revolutionize communication?

Although an internal communications network is far from a new idea, ESNs are vastly different from their intranet cousins.

Mainly, ESNs mimic the look and feel of the networks we’ve come to use daily. In doing so, they encourage a dialogue in which all employee voices are equal to those of senior executives. ESNs level the playing field by allowing equal opportunity for every employee to be heard.

And although this may seem like an uncomfortable prospect for traditional corporations, it shouldn’t. In the end, ESNs help organizations share information, collaborate and strengthen company culture.

Consider these three important benefits of adopting an ESN:

1. Streamlined communications

ESNs reduce inbox clutter by replacing time-consuming email threads with public or private discussions that are displayed concisely on the network.

2. A company knowledge archive

Enterprise social networks provide an all-access platform for important corporate documents, including process memos, training resources and

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Grasping the Importance of a Unified Customer Experience

  • Find out about common challenges that arise during customer service.
  • Customers expect and deserve quality service.
  • Exceptional customer service is possible.
  • Learn to devise a customer care process.
  • Learn to develop ideals of customer care.

What the customer service experience reveals about your business

We’ve all been there. Maybe you need to send an important email that’s taken half an hour to draft. Or, you’re booking tickets for a vacation. Then, disaster strikes: Suddenly, you’ve lost your internet connection.

You quit and restart your browser. You reboot your laptop, tablet or phone. Things still aren’t working. You turn off your router and modem and wait 5 minutes before turning them on again. Nothing.

Finally, you bite the bullet and call customer service.

After waiting on hold for more than 20 minutes, you finally reach a human being. You give your customer details to the customer service representative and describe the problem. Then, you explain what you’ve already done to troubleshoot the problem. Because the customer service reps are reading from a script, they have you repeat all of the steps you already did. You bite your lip and play along, as you don’t really have any other choice.

Surprise, surprise: The problem’s still there. The customer service rep says they’ll have to get an engineer to call you back. “Don’t worry,” they say; “someone will get back to you in 10 or 15 minutes.”

Half an hour goes by. Annoyance has turned into frustration. Frustration has turned into anger.

You’re about to call the company again, when the phone rings. Hurrah! It’s the engineer! However, he doesn’t know anything about your problem, just that you have a problem. You explain the situation all over again.

You can hear the engineer tapping away at his keyboard. “Try it now,” he says.

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