Frost & Sullivan: Changing Communications Landscape Aids Adoption of Social Media in Customer Care in the Asia Pacific

Frost & Sullivan: Changing Communications Landscape Aids Adoption of Social Media in Customer Care in the Asia Pacific PR Newswire SINGAPORE, Oct. 4, 2012 - Social media empowers enterprises to get customer feedback and proactively offer support long before the customer calls the contact center SINGAPORE, Oct. 4, 2012 /PRNewswire/ -- As enterprises increasingly employ the social media to communicate with clients and potential customers, contact centers too are making an effort to harness this channel for customer engagement. Social media in customer care in the Asia Pacific has been growing quickly in recent years, driven by the greater emphasis on efficiency and higher productivity in the enterprise. New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), Social Media in Customer Care - Asia- Pacific View, finds that contact centers need to thoroughly assess the customer base, existing customer contact processes, and then analyze the need to build a new set of processes and programs to complement the existing ones. Social media enables enterprises to hear, engage, and participate in customer conversations not only during a call, but even when the customer discusses his or her product/service experience with friends or peers on social networks. Asia Pacific's rising profile in the social media arena is evident from its occupying 7 positions in the list of top 30 countries with the most number of Facebook users.