Attensity 2013 predictions-v1

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Our top 5 predictions for social media engagement

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Attensity 2013 predictions-v1

  1. 1. 5 Predictions for Social Media Engagement in 2013 TOP Social media “ownership” will shift from being the exclusive domain of marketing to 1 a joint partnership between marketing and social care organizations. We think 2013 will see an increasing recognition that social care is a 24/7 proposition, with a requirement to expand social care teams to be able to meet more aggressive Service Level Agreements (SLAs) of 15 minutes or less in most cases, around the clock. An emphasis on real-time, real-world engagement will be prompted by mobile 2 social media usage. Consumers in 2012 looked to their mobile devices to share their customer service experiences more than ever before, requiring social care teams to address customer issues beyond the mere digital realm. 2013 will up the ante on the routing of issues and response times, in order to affect these sorts of real-world interactions. 3 A desire will grow to standardize on one “social media tool to rule them all.” With the greater number of social media communications in 2013, you’ll see sophisticated solutions that “weed through the noise” yet “never miss a tweet” becoming more valuable” — solutions that can automatically “read” communications, route them into queues, and then report on top complaints, compliments, and sentiment. 4 There will be more than just the Big 3 social media channels to consider. For businesses that engage in social media, the bottom line is that social networks are multiplying like rabbits. In 2013, to stay on top and engage customers, a sophisticated social media management system is essential. 5 Social media will grow as an information channel across the enterprise. In 2013, social media systems will be more about routing, tracking, and workflow than simply about being a desktop UI that everyone logs into. w w w.attensity.comwww.facebook.com/attensity www.twitter.com/attensity www.linkedin.com/company/attensity

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