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Social media is a rich source of accessible, real-time feedback to help customer-centric organizations drive better support services outcomes which create huge positive brand impact. 85% of all conversations about Dell take place on non-Dell assets; sites or pages that are not Dell branded or Dell managed. Therefore, it is imperative to quickly capture all these customer conversations to augment customer service, arrest risks, drive product innovation and earn positive brand reputation.
Now how does Dell do this? By crawling through the internet and capturing all that is being written publicly about Dell. We will detail how we apply advanced analytics and NLP techniques to capture the end to end product lifecycle & customer journey via social listening, which is closely tied to internal processes that make the social insights & observations actionable. Ultimately, we envision that "Social Media" will become the complete delivery channel of the future.
Director, Global Services Delivery Social Media Support, Dell EMC
Publish Date: May 3, 2017
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