NEWS
More than half of all Australian businesses will adopt social media
28 Jan 2011

It was reported in November 2010 that more than half of all Australian businesses (54%) will adopt social media as a customer service channel for the first time in 2011 with 71% investigating the use of Facebook, and 53% reviewing Twitter as potential vehicles for propelling positive customer experiences. It was also reported that a further 42% also plan to launch a company branded customer community as a new way of driving customer engagement.

These results were gathered from a survey conducted among IT and customer service professionals at the RightNow Asia Pacific Summit that was held in November 2010 in Melbourne. It was said that the move to adopt social media in 2011 coincides with a transition to mobile self-service as smart phones become increasingly pervasive.

“The survey’s results are a real wake-up call for organisations of all sizes that don’t respond to new possibilities for enhancing their brand image and striving for market leadership. Providing a mobile experience, having a compelling Facebook presence, responding to your customer’s tweets, creating online communities and remaining at the forefront of customer service innovation will be the hallmarks for the organisations that succeed in satisfying the needs of individual customers in 2011 and beyond,” says Brett Waters, Vice President Asia Pacific- South, RightNow Technologies.

Source : RightNow Technologies.