Could Amazon’s move into social commerce change the face of customer interaction management?

Published on 19 December 2012 by in Latest News

social commerce customer interaction management Could Amazon’s move into social commerce change the face of customer interaction management?

Following Amazon’s recent announcement that the online giant will be adding social integration into its online presence, speculation has begun that social commerce may enter a new stage of its evolution. This could pave the way for significant changes to many businesses’ customer interaction management strategies.

While the world’s largest social media channels have already made several attempts to encourage internet users to adopt social commerce, to date, only a small proportion of companies have fully embrace a social shopping experience.

Experts suggest this could be set to change with the entry of Amazon into the social media market however, as the online retailer has begun offering brands the chance to create their own page on which they can post status updates. If Amazon’s social transformation does cause social commerce to become more widespread, this could have important repercussions for customer interaction management.

Many brands have already begun to integrate social media into their brand communication strategies, aiming to create a more convenient customer service channel. If more customers begin purchasing goods via these social media channels, the demand for this type of social CIM service can only extend.

Besides aligning the shopping and customer service experience into one channel, social commerce will also enable businesses to more effectively track their customers. Information on a user’s social media habits, likes and demographic data could be automatically combined with data on the purchases they make through social platforms.

This would provide brands with a comprehensive view of each consumer which could be used to recommend other relevant products or services and improve the accuracy of targeted marketing activities.

Contact numero to discover how to improve the customer experience by incorporating social media into your CIM strategy.

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