HP Enterprise Services has announced a new service that supports companies in their efforts to connect with customers via social media.
The new HP Customer Engagement Management (CEM) Services – Social, powered by HP Explore, a multichannel analytics product and HP Intelligent Data Operating Layer (IDOL), supports enterprises to integrate social customer relationship management (CRM) capabilities into their current environment, according to a statement issued by the company.
Through this service, clients can connect their enterprise to the social Web and have the capability to respond to customers in the channel they prefer, the statement added.
Increased adoption of social media has generated new opportunities for enterprises to gain a deeper understanding of customer patterns and behaviour.
At the same time, it brings new challenges as organisations struggle to analyse the resulting unstructured data, such as tweets, blog postings and forums, which is more complex than traditional, structured data.