The Phone is Ringing

I read a blog recently from a company that works in the world of social media metrics. What I found particularly fascinating about the post was the way in which they were approaching the concept of social metrics by creating an analogy to the world that all of us know so well, the call center.

The point of the post really was to highlight the fact that all of the conversations that are happening in the social world are like millions of people reaching out to contact your company, sales, service, marketing, and no one picking up the phone to talk to them.

As I have said before in my posts, deep community or social engagement may not be the best first place to start in the social world for some companies. Some companies might be best served by just first tightening up their processes for service and attacking their first contact resolution rates to ensure the customers that are contacting them are happy. Then maybe they can step into the world of social metrics tracking slowly by seeing it as another channel that they need to satisfy their customers in. Then comes the cool stuff where you start anticipating customers needs by what is happening in all your channels.

Whatever companies decide to do, remember that you don't need social metrics or tracking to just get it right for the customer the first time.