The pace at which new users have flocked to social networking sites is staggering. In a recent CompTIA’s survey of 400 business and IT executives, 82 percent of respondents are now on Facebook, 68 percent have Twitter profiles, and 68 percent have a LinkedIn page.
The phenomenon of the Social Web is forcing enterprises to expand their thinking beyond the goal of optimizing a two-way relationship with their customers to also include the simultaneous interactions that customers have between themselves. The Social Web allows us to develop collaborative and social connections with customers, partners, and even those we might consider competitors.
In December 2011, comScore stated that 98 percent of the U.S. online population uses Social Media sites, while six out of every ten people use social networks and forums worldwide. This means, you are in the minority if you aren’t using some form of social media as an individual or a business.
For this reason, Nuance’s Enterprise division has launched new social media channels to extend our reach and engage followers who are interested in the ins and outs of the automated self-service market.
We encourage you to participate by getting involved – whether it is a comment, a ‘like’, joining a conversation or watching how other companies are improving their customer self-service experience.