The goal was to provide thousands of New Orleans visitors with directcustomerservice by tracking relevant social media conversations on several different platforms within a 10 mile radius.
Only 3% of business-to-business Web sites are designed for direct sales, rather than for marketing and customerservice, says Forrester Research, a Massachusetts consultancy.
Because of their direct contacts with customers, sales people and customerservice reps are exposed to a wealth of information about customer concerns every day.
The direct result was the kind of dehumanizing experiences we complain so much about customer service hell driven by transaction-minded policies and well-intentioned automation.