With 500 million Facebook users worldwide (including 27 million in the UK), 100 million Twitter accounts globally and the average user spending 15 minutes a day on YouTube, Social Media is undoubtedly here to stay. Smart brands have already embraced the medium and others must follow in order to listen to, understand and communicate with customers, colleagues and communities. Increasingly the large organisations that work with numero are asking how they should interact with social media platforms and this note introduces how our groundbreaking solutions can help.
As a champion of consumers, we keep very close to trends in the communication preferences of different consumer segments – from DIY Digital Dudes to Silver Surfers. In fact, our entire solutions philosophy is based on recognising how to best interact with Jenny, Gary, Anne, Barry, Gordon, Mike and others and then responding accordingly through our software development programme. And social media is no exception.
Although many organisations are still determining how to best harness the potential of social communities, few are ignoring them altogether – especially the comments and opinions originating from the various channels. numero is strongly of the opinion that – despite the lack of best practice case studies in the field in relation to customer service – the medium offers huge potential as part of the creation of a 360 degree view of the customer. Accordingly, we have defined a three stage model for embracing social media – utilising the stages of listen, understand and create/converse.
In support of this model, our software platform has the power to do exactly that and therefore help businesses to integrate social media within their everyday world.