So many great stories this week that it is a challenge to come up with my favorites. However, in no particular order, here are my favorites.
This simple, yet powerful, integration represents a positive step for customer service. Customers will now be able to more easily engage with companies on their terms, where they are. The plus side for companies? The same thing, they do not have to leave their platforms to help customers. Also, their knowledge bases and ticketing systems remain centralize.
The Social Media Monitoring space is crowded and is quickly becoming commoditized. Community solutions must offer these capabilities and acquisition is the fastest way, especially when you can buy a great software company for discount store prices. Having seen what Jive Software is doing with their acquisition of Filtrbox (will be nice) Lithium needed to make this move.
What’s next on the acquisition front? These companies also need to make sure they have robust analytics to guide decision-making and to prove ROI to the executive suite. Perhaps Lithium will look to a company like Twitalyzer next?
- A Facebook bug that enabled users to eavesdrop on chats.
Google continues to innovate, building core capabilities that it will likely leverage across applications and core web services for years to come. The newest innovation comes in the form of translation of text residing in images. Google already does a great job of enabling sharing of content across languages, now that ability is extended further and the flow of knowledge is easier than ever. Kind of reminds me of the Tower of Babel…
Pringles, What Are You Thinking?
Pringle’s is beating up its own community, embarrassing fans who overshare. Are you kidding me? Nothing builds a loyal community better than fear tactics.
What’s New With Government 2.0?
Alex Howard provides a great review of the week on O’Reilly Radar, a must read.
What did I miss? Let me know.