Companies are increasingly integrating web 2.0 technologies into their business telecoms contracts, it has been suggested.
According to Christopher Musico on DestinationCRM.com, applications such as wikis, web forums and other collaborative communication facilities are the top of businesses' agendas this year, a Service & Support Professionals Association (SSPA) survey found.
The poll of SSPA's members discovered that adoption of customer communities rose to 49 per cent from 36 per cent since the year began, while a quarter of all firms polled reported using wikis.
John Ragsdale, vice-president of research for SSPA and author of the study, said that the statistics indicated that the integration of web 2.0 facilities into corporate telecoms portfolios is higher than he had expected.
"Having a vibrant and highly interactive community is becoming very important for building loyalty," Mr Ragsdale commented.
"Engage customers and make them part of the process," he added.
The term web 2.0 was coined by Tim O'Reilly in 2004 to signify the new wave of collaborative, user-generated web practices.
This news feed has been brought to you by Direct Response Limited, the award winners for Business Telecommunications. For Further information please visit www.drltd.com
 |
OUR PEOPLE
