“Customer Results, a leading provider of Marketing, Sales and Service improvement solutions, is pleased to announce our partnership with PageFreezer”, said Graham Clark, Partner at Customer Results. “PageFreezer is a leading solution provider addressing the rapidly expanding demand for archiving, managing and replaying of online content in both Social Media properties and Websites to meet regulatory compliance, risk and legal management and customer experience requirements”.
“Customer Results clients’ Multi-Channel Customer Interaction strategies increasingly focus on Social Media and Web channels. Both outbound and interactive communications via these channels increasingly need to be treated the same as voice to voice, document-based or email communications”, Clark said, “We are seeing a growing number of legal cases related to Social Media communications and regulatory compliance enforcement around Social Media sites in Pharmaceutical, Food Products, Healthcare and the Financial Services industry.”
“We see compliance requirements dramatically increasing for Financial Services companies requiring compliance with SEC, FINRA, SOX, and other “document” retention centric regulations, Food Products companies subject to the FDA‘s enforcement of regulations that deal with product claims and labeling including compliance (particularly the FD&C Act, section 403(r)(1)(A))”, Clark says, “This area of Social Media and Websites compliance management has received little attention. Our clients must have an audit trail of their online presence so they can understand and demonstrate what was communicated to who and when”
“Additionally, leading Customer Experience Management companies are starting to take snapshots of Social Media platforms so they can track the evolution of a conversation and identify sales and service opportunities and moment of opportunity, “ Clark said, this becomes even more significant as feeds link social media conversations and Blogs into the company Websites making those communications ever more formal and accountable”
“We know we are soon going to see the first multi-million dollar legal case in the USA surrounding a Healthcare or Food company claiming communication by Social Media synched via RSS feeds to the company webpage under the Community tab providing information which damaged patients’ health or an Investment Company providing advisory discussion boards in the same way. Risk Management leaders and attorneys are justifiable paranoid about this and need to be advising their clients appropriately”, Clark said, “We have also not even started to explore case law related to the legal ramifications and liability to a company of a member of the public leaving a comment on a Facebook Page that creates damaging action on behalf of another consumer, this issue came up recently in a discussion of insurance companies setting up networks of Facebook pages to build community with independent brokers”.
“It is critical that companies protect themselves by mitigating the risks associated with this by taking regular daily snapshots of their Social Media pages, Websites and Blogs”, Clark said “PageFreezer provides a highly cost effective solution to this that can be up and running in days because it is an entirely SaaS solution. Major brands are already leading the way and we look forward to bringing this powerful business tool to our clients. For thousands of companies this is a hidden and significant risk”.
Michael Riedyk of PageFreezer stated “Customer Results brings a unique and powerful understanding of the Impacts of Social Media as the latest Channel for Customer Interaction. We are delighted to join Customer Results in addressing their predominantly Southern USA and Eastern USA portfolio of companies. We are excited about the opportunity this presents for PageFreezer, Customer Results and our clients”.
About Customer Results
More Sales, More Profitable Sales, Lower Service Cost, Higher Profits, Improved Customer Experience, Better Customer Results – Customer Results LLC provides services to help clients improve operating results in existing multichannel sales, marketing and service operations, especially with significant Contact Center components, supporting new company, product, channel or market launch including a growing portfolio of clients adding Social Media channels to their sales and service operations. Founded in 2009, headquartered in Georgia, USA, and with most of their clients in the South and Eastern USA, Customer Results specializes in innovative solutions and partners providing On Premise and SaaS/Cloud/Hosted Technology solutions, Consulting and Systems Integration services and IT Outsourcing (ITO) and Business Process Outsourcing (BPO) solutions. Customer Results’ associates bring an average of 20+ years of experience in helping private and public companies formulate and execute customer centric strategy. For more information please visit www.customerresults.com or call (770) 663-3657.
Media Contact:
Graham Clark, Partner, Customer Results 770.663.3657
graham@customerresults.com
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