"With the meteoric rise of these technologies, there are rapid declines, is inevitable", says Rob Bamforth analyst at Quocirca.Weil MySpace was "there", it faces major challenges in offer something unique and different."MySpace must train your target audience and pitch something that appeals to you", he says. "MySpace is true.""MySpace looked unbeatable," says Tish Whitcraft, senior Vice President of customer experience and operations at MySpace. "However, it was a big problem which was the company down - to poor customer service."
To improve customer service, migrates MySpace its traditional customer service - mainly consisting of from a static FAQ page - a social CRM from RightNow Technologies more than 14 days in the past year. "FAQs had not updated in years been fought customers to a customer service link, hours actually worked," says Whitcraft."We went from the Unterseite.Suchbegriffe online help went up 400% through a fully integrated look and feel of the product."
Social CRM includes communication channels as social-networking-Sites.Der is moment CX MySpace used a suite of customer experience, contains a number of applications on the Web, social and contact center experience. MySpace used to use a platform, the eight packages with CRM, channel support and functionality to integrate required.Whitcraft says it was a "major initiative" perform upgrades and requires a large investment of professional services to get it working again.
Everything has integrated with right now platform MySpace: "97% of users who come to our online help area solve us your issue without contacting you" says Whitcraft.
While direct customer contact dropped worked MySpace also proactively contact some customers with a cloud monitoring tool to customer inquiries and questions, to social networking sites to identify.
"Not only have we you surprised because we went out and found and your question or comment, but you a newfound fidelity to our brand, because we show we care," says Whitcraft.
