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Contact data management improvements may aid customer service
Oct 10 2011, 10:46 AM
Contact data management improvements may be introduced by social media site Facebook, as part of its plans to offer a higher standard of customer service.
The website intends to improve the way in which problems and complaints are dealt with by increasing the size of its user operations team, reports Marketing Week.
Facebook's Strategic Partner Manager Gavin Sathianathan is quoted by the news source as saying at Conversocial's Chinwag Live that consumer issues are currently "badly" handled.
However, he suggested that once the changes are introduced it will be able to respond more effectively.
"We may not explicitly hear your query, but we will passively see it. The solution is a combination of algorithms and human power," Mr Sathianathan added.
Groupon might also benefit from ensuring good contact data management as it recently revealed plans to use a number of exclusive discounts to reward consumers who show loyalty to the organisations it partners with. 
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