07/21/2010 // US // TiffNews10 // News Desk
U.S. – A recent study suggests many businesses are not effectively utilizing social media for engaging customers and others. As reported by PC World, the study by research firm Yankee Group, commissioned by Siemens Enterprise Communications, found that although seventy percent of consumers seek interaction with businesses through online social means, only thirty percent of companies can handle engaging them partly due to a lack of policies that facilitate participation.
Yankee group research Zeus Kerravala is quoted in the report as stating of the opportunities presented by social media, “Social media is changing the way businesses, customers and employees interact, and this creates significant opportunities for contact centers and the enterprise as a whole to leverage the integration of these tools into business processes.”
The findings reportedly suggest the integration of social networks into normal communications can provide opportunities for customers as well as improve the productivity of workers.
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