I found myself having an interesting conversation with a senior figure at SAP over the bank holiday about the power of 'Social Engagement' integration in SAP C4C, but also some of its current limitations.
Personally I think this is a great feature for companies to engage with the customer base, but can't see it being the sole reason for clients to make the shift to C4C. Will certainly be interesting when B2B can be integrated but even then I think they will run into their competition - Salesforce & MS CRM.
Would be great to hear of your experiences. What do you think?
Advantages of Social Engagement in C4C Social Media is still booming and by including social channels, like Twitter and Facebook, your company will be able to exceed customer expectations and deliver the best customer service. Social media provides organizations the opportunity to engage directly with their (potential) customers, at any time and at any place. When integrating Social Engagement, all Social Messages of customers addressed to the organizations social channel are immediately turned into tickets in C4C enabling service agents to process these tickets and respond adequately. If organizations are able to use social media as a two-way communication channel, this will lead to building relationships which will benefit the organization.