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Social Collaboration

Social Collaboration

Social collaboration management platforms help facilitate engagement, between companies and their customers, and among employees within organizations. These technologies supplement traditional face-to-face engagement opportunities by enabling real-time insight collection and collaboration. Social collaboration platforms help customer and employee groups share experiences, distribute information and solve problems by accessing other customers/employees and subject matter experts. Social collaboration technologies commonly take the form of social media platforms, online communities, internal collaboration sites and similar technologies. These platforms help facilitate customer-to-customer, customer-to-company and employee-to-employee discussion threads and information exchanges. Social collaboration can also provide a vehicle for customer-generated content that can be shared within a specific community. Social collaboration platforms are also a communication channel for companies to announce important information or new offerings internally or to customers, although the evolving rules of social engagement demand that organizations take care to avoid over-marketing in social collaboration channels. Integration considerations for social collaboration platforms typically include support systems, advocate marketing platforms and customer success management platforms. Show less...

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