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(London.CityRegions.com, August 10, 2013 ) London, UK -- David Lloyd, CEO of Intelliresponse believes that social media is imperative to a business’s success. For a while, businesses have used social media to push out their information on brands, products and press releases, but now, they can take an even more active approach in engaging with customers, by getting to know them and provide customer service.
Intelliresponse is a virtual agent technology to help automate the process of delivering answers to customer questions posed across a variety of interaction channels. Lloyd says that the start of most social media problems is not having enough quality content to make it a structured and deliverable service.
In the second quarter of this year, only 41 percent of all customer service issues were handled over the phone. Lloyd suggests that instead of outsourcing for call representatives, companies could recruit inhouse people to take over their social media accounts to help handle less important issues and questions, save time and money for both the business and consumer.
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Source: EmailWire.Com
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