Companies are realising that social media is a vital, two-way channel that fosters long-lasting customer loyalty, but are ill-equipped to overcome the challenges of the social sphere and deliver differentiated customer experience. Social media interaction tools like Aspect Social make sure every social interaction delivers on a business' customer promise through focusing on the posts that matter, maintaining the context of social conversations, automating the social workflow, enabling proactive service and monitoring, measuring and managing performance. Implementing the right tools by working with providers like Aspect is the first step towards turning social media monologues into productive dialogues.
Jagannath Narendran is senior vice president, Asia Pacific and Middle East, Aspect
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