Social Channel Interconnect is a must-have for an Intelligent Enterprise strategy. Sounds obvious, doesn’t it? But , these is a reason for my picking this topic for a blog as I shall explain below.
Facebook ( and including Facebook Messenger) and WeChat reached a critical milestone earlier this year. Together they have over 3B monthly active users. Just over 1B Monthly Active users use WeChat and over 3.3B monthly active users are on Facebook and Facebook Messenger. That’s not it, Facebook ( with WhatsApp and Messenger) and WeChat simply run a duopoly.
Fig 1: Facebook , WeChat and other top social messaging networks. Source: Statista research
The duopoly may have its flipsides , but it also helps enterprises standardize on platforms for social engagement. There is sufficient market research data-point to highlight Social Messaging platforms as a powerful tool for engagement; and in particular for driving speedy customer service. A 2017 American Express Customer Experience Barometer report cites speed of response ( 41% of respondents) as a top customer experience need . A recent survey by SproutSocial ( A social engagement platform) found 34.5% respondents listing Social media as #1 choice for reporting problem or issue with product or service
Enterprises, however, aren’t there yet
A whopping 40% don’t even have social channel support ( see fig 2 below) . And empirically the evidence is even stronger. For e.g. , As consumers , we know that we still have to reach a 1-800 # to get to brands – our local Xfinity service , our bank or the local retail store such as Lowes!
Fig 2: % of contact centers adopting social channels for customer care. Source : ICMI Study
We can help
This is where we believe solutions from SAP can help. SAP ( and our division SAP Digital Interconnect in it) already helps the world’s leading banks and brands deliver critical notifications to their consumers as SMS. And it is fairly simple to integrate an enterprise back-end with SMS communication. By providing a communication API driven interconnect to Social platforms such as Facebook, WeChat as well as smaller ones such as Line, Viber and Telegram ; we are simplifying the ability for enterprises to engage with their audience , and deliver the same real time communication ( integrated with their back-end systems) .
To get a quick view of how this works; just look up “SAP Intelligent Notification 365” on your Facebook Messenger app and “register” with your mobile number. Type “help” for further instructions or better still please reach out to us