Processing of customer reactions over the new channels is not technically supported operative structures can become a bottleneck and this Karlsruhe counterproductive, 11.07.2011 – now Facebook is used more intensively than Google and has a greater length of the user as the search engine. So Germany’s visitors on Facebook spent according to the information of the Frankfurter Allgemeine Zeitung in May 2011 around 9.6 billion minutes and hence more than on Google. But although is frolicking in the social networks, millions of people companies usually still don’t approach found, how useful can take advantage of these platforms for their customers. Thus passes”a decisive trend at the company, Judge Marc Koch, CEO of legodo AG. You developed solutions for the personal customer communications and has also particularly the social networks as a new phenomenon in the visor.
His criticism is also there but not so much on the type and intensity of activities for Facebook, YouTube, Twitter and co., which are initiated by companies, When Koch sees considerable deficits. This existed but enough discussion posts. But also concern, he finds that think the company only on the level of the measures and the necessary communications infrastructure aside to stay. The legodo Board of Directors problematizes the new channels as hopes are heavily used and produce extensive response, on the part of the company all of a sudden the question arises, as quantity to deal systematically with reactions in this”. This is impossible to achieve, because they don’t get along with the ideas of social networks by the traditional means of automated but impersonal mass communication. Also significantly increasing the resources does not appear as a useful way because more expensive.
When the topic of social media conceptual thinking until the end, necessarily an answer must be found, as I integrate these digital reactions useful in my communication management”, Koch describes the request. He means the use of an appropriate technical Solution. Otherwise a well-intentioned and powerful measure produces the opposite of joy may, because processing of the reactions on this new channel operating completely overwhelmed the communication structures in the company”, he describes the consequences. Social media can thus become the boomerang because instead of the positive effects generated disappointed expectations among customers and load the image.” Therefore, it requires a public discussion that considers not only the potential opportunities of social channels, but also the risks due to lack of technical instruments for effective customer dialogue in the Facebook world changed. About legodo ag legodo developed software for relevant customer communication to the quick and easy production of written correspondence. C4 legodo with their solution, it is now possible in the right context at the right time for relevant customer communication to insert all the processes and data from existing systems.