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Social Software in Customer Relationship Management: A Study Exemplified in Instant Messaging Networking
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Author(s): Ammar Memari (University of Oldenburg, Germany), Jorge Marx Gómez (University of Oldenburg, Germany)and Waad Asaad (University of Oldenburg, Germany)
Copyright: 2012
Pages: 22
Source title:
Handbook of Research on Business Social Networking: Organizational, Managerial, and Technological Dimensions
Source Author(s)/Editor(s): Maria Manuela Cruz-Cunha (Polytechnic Institute of Cavado and Ave, Portugal), Patricia Gonçalves (School of Technology at the Polytechnic Institute of Cavado and Ave, Portugal), Nuno Lopes (Polytechnic Institute of Cávado and Ave, Portugal), Eva Maria Miranda (Polytechnic Institute of Cávado and Ave, Portugal)and Goran D. Putnik (University of Minho, Portugal)
DOI: 10.4018/978-1-61350-168-9.ch028
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Abstract
In this chapter, we present PurpleBee, a tool on top of Instant Messaging networks that serves as a communication point between the company and their customers. The application manifests itself as a “buddy” on the list of buddies the customer has on his IM service and allows him to interact in different ways with the company through sending and receiving Software Agents.
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