FreshNetworks Blog

There’s a great article over at MyCustomer.com about how social networks and online communities can add value to the customer experience (see article here), building on a recent report by the 451 Group.

The article is a great read and explores how firms are meeting their current and future social software needs. Indeed, the research is a validation of how young the market for such software is – of the 2,081 firms interviewed for the research, only 24% are currently using social software of any kind. Of those who are using this software, there is a spread of use between larger vendors, newer organisations and open source.

What’s interesting is to look at the intended use of those who are planning to implement social software, 23% plan to use open source software. Just slightly more than the 22% who plan to build something themselves. It is only after these two categories that the larger vendors appear – the Microsofts and Googles of the social software world. In fact some of the best enterprise-level solutions aren’t from the big providers, but from open source or from organisations who combine the software with other services, such as community management, insight, customer relations or marketing.

People are using social software for a variety of business needs, and many companies are looking to firms who can help them with both the business need and the software.