What is Modern Customer Service?
By Tony Berk on Jul 10, 2014
We've recently had the opportunity to sit down with some Customer Experience (CX) leaders to ask, "What is modern customer service?" The leaders also shared important criteria for delivering modern customer service to their customers. I hope you enjoy the insight from these interviews and feel free to share your thoughts.
Make it easy for customers to engage
Barry Lieberman is Chief Customer Care Officer at Q-See, a global leader in providing advanced surveillance solutions for homes and small businesses. In response to our topic question, Barry shared: "Modern customer service to me is offering service to the customer where they want to be serviced". Barry suggests being proactive and deliver consistent, outstanding service on every channel. Watch Barry's interview:
Make it easy for employees to serve customers
Up next is Sean Bruton, VP, Product Management at HOSTING, a leading cloud service provider for mission critical applications. Sean talked about how important it is to empower employees who are interacting with customers to provide incredible customer experiences. "Empowering them with amazing tools that allow them to do their jobs effectively, gain background information on the customer, know when the last time they talked to them was, and have all the critical information at their fingertips really allows them to build these amazing experiences with your clients". Hear more from Sean as he describes HOSTING's customer experience transformation:
Adapt service to your changing business
Finally, we sat down with Alex Marxer, President, ResortCom International, a leading provider of financial services, resort operations and customer care services for companies that develop and own resort properties. Alex supported both of the points above, but also added the importance of "complete strategic flexibility to move with how the business was changing." ResortCom leveraged an outsourced contact center for a while, but then implemented a strategic shift including bringing the contact center in-house. Alex shares, "Modern customer service in our particular industry, believe it or not, is to drive people to the phone more" for high-value transactions.
Scalability of the service platform was also important to ResortCom, which has experienced significant growth. Learn more about the ResortCom experience:
Find out more on how you can overcome these and other challenges to delight your customers with modern customer service.