Customer Service Might Know You More Than You Think

Companies Using Your Social Media for More Sales

By Ch. B.

What Is Happening?

• Call centers are pulling your data (interests, location, age etc.) prior to connecting you to an agent.

• Believes that exploring your social media accounts will allow them to better assess your needs.

• Call centers for large companies like Sprint and operators from Caesars Entertainment Corp. are a few companies that are using this “matchmaker tool”.

How It Works?

• Companies uses data-collecting firms to gather information about the caller.

• Afiniti Holdings- An A.I. software that has been installed in hundreds of call centers tied to landlines and cell phones.

• Searches callers’ personal information and has an insight into their behavior through Facebook, Twitter, and LinkedIn.

Caption

For Better or Worse?

Pros

• Allows agents to relate and connect with callers more intimately

• Companies believes that personal information leads to higher levels of customer satisfaction and more sales

Cons

• Information on social media can be irrelevant and unnecessary to the call.

• Violation of privacy

• Decision to opt-out, or anonymously call

Works Cited

1.How Companies Use Your Social Media Data When Taking Your Call By Jeff John

Roberts

Source: http://fortune.com/2017/01/10/how-companies-use-your-social-media-data-when-

taking-your-call/

2. Call Centers May Know a Surprising Amount About You By Ryan Knutson

Source: http://www.wsj.com/articles/that-anonymous-voice-at-the-call-center-they-may-

know-a-lot-about-you-1483698608

3. How Companies Are Using Your Social Media Data By Leah Betancourt

Source: http://mashable.com/2010/03/02/data-mining-social-media/#.x4FHkPrYEql