It is easy to be cynical about corporate motivations in putting & keeping you on hold, but frankly it is in their best interest to keep you as happy as possible, especially in markets for products that are easily replacable.
Some companies are employing strategies to look for customer unhappiness by monitoring social media, looking for unhappy customers. Most customers that leave a company don't call to complain first, they just leave.
Check out this link: http://www.buzzient.com./ This is a software that connects a contact center to multiple social media and initiates contact. Imagine if you posted something on Twitter about how Bank of America sucks because they screwed up your deposit...and bingo, someone from the bank e-mails you offering a solution (or free asprin & sympathy).
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...the cynical responses almost write themselves. For far too long the wolves have been tending the sheep.
...the cynical responses almost write themselves. For far too long the wolves have been tending the sheep.
It is easy to be cynical about corporate motivations in putting & keeping you on hold, but frankly it is in their best interest to keep you as happy as possible, especially in markets for products that are easily replacable. Some companies are employing strategies to look for customer unhappiness by monitoring social media, looking for unhappy customers. Most customers that leave a company don't call to complain first, they just leave. Check out this link: http://www.buzzient.com./ This is a software that connects a contact center to multiple social media and initiates contact. Imagine if you posted something on Twitter about how Bank of America sucks because they screwed up your deposit...and bingo, someone from the bank e-mails you offering a solution (or free asprin & sympathy).