---
_id: '1125'
abstract:
- lang: eng
  text: Since customers first share their problems with a social networking community
    before directly addressing a company, social networking sites such as Facebook,
    Twitter, MySpace or Foursquare will be the interface between customer and company.
    For this reason, it is assumed that social networks will evolve into a common
    communication channel – not only between individuals but also between customers
    and companies. However, social networking has not yet been integrated into customer
    interaction management (CIM) tools. In general, a CIM application is used by the
    agents in a contact centre while communicating with the customers. Such systems
    handle communication across multiple different channels, such as e-mail, telephone,
    Instant Messaging, letter etc. What we do now is to integrate social networking
    into CIM applications by adding another communication channel. This allows the
    company to follow general trends in customer opinions on the Internet, but also
    record two-sided communication for customer service management and the company’s
    response will be delivered through the customer’s preferred social networking
    site.
article_type: original
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
citation:
  ama: 'Geierhos M. Customer Interaction 2.0: Adopting Social Media as Customer Service
    Channel. <i>Journal of Advances in Information Technology</i>. 2011;2(4):222-233.
    doi:<a href="https://doi.org/10.4304/jait.2.4.222-233">10.4304/jait.2.4.222-233</a>'
  apa: 'Geierhos, M. (2011). Customer Interaction 2.0: Adopting Social Media as Customer
    Service Channel. <i>Journal of Advances in Information Technology</i>, <i>2</i>(4),
    222–233. <a href="https://doi.org/10.4304/jait.2.4.222-233">https://doi.org/10.4304/jait.2.4.222-233</a>'
  bibtex: '@article{Geierhos_2011, title={Customer Interaction 2.0: Adopting Social
    Media as Customer Service Channel}, volume={2}, DOI={<a href="https://doi.org/10.4304/jait.2.4.222-233">10.4304/jait.2.4.222-233</a>},
    number={4}, journal={Journal of Advances in Information Technology}, publisher={Engineering
    and Technology Publishing (ETPub)}, author={Geierhos, Michaela}, year={2011},
    pages={222–233} }'
  chicago: 'Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as
    Customer Service Channel.” <i>Journal of Advances in Information Technology</i>
    2, no. 4 (2011): 222–33. <a href="https://doi.org/10.4304/jait.2.4.222-233">https://doi.org/10.4304/jait.2.4.222-233</a>.'
  ieee: 'M. Geierhos, “Customer Interaction 2.0: Adopting Social Media as Customer
    Service Channel,” <i>Journal of Advances in Information Technology</i>, vol. 2,
    no. 4, pp. 222–233, 2011.'
  mla: 'Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as Customer
    Service Channel.” <i>Journal of Advances in Information Technology</i>, vol. 2,
    no. 4, Engineering and Technology Publishing (ETPub), 2011, pp. 222–33, doi:<a
    href="https://doi.org/10.4304/jait.2.4.222-233">10.4304/jait.2.4.222-233</a>.'
  short: M. Geierhos, Journal of Advances in Information Technology 2 (2011) 222–233.
date_created: 2018-01-29T16:33:55Z
date_updated: 2022-01-06T06:50:58Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
doi: 10.4304/jait.2.4.222-233
extern: '1'
intvolume: '         2'
issue: '4'
keyword:
- Social Media Business Integration
- Multichannel Customer Interaction Management
- Contact Centre Application Support
language:
- iso: eng
page: 222-233
publication: Journal of Advances in Information Technology
publication_identifier:
  issn:
  - '17982340'
publication_status: published
publisher: Engineering and Technology Publishing (ETPub)
quality_controlled: '1'
status: public
title: 'Customer Interaction 2.0: Adopting Social Media as Customer Service Channel'
type: journal_article
user_id: '42496'
volume: 2
year: '2011'
...