Monday Nov 25, 2013

Leveraging Customer Facing Communities

Alongside Facebook and Twitter, communities are becoming a valuable alternative for customers to find answers to their support queries. Businesses need to ensure that posts on these sites are accurate and consistent with information available through other contact center channels. [Read More]

Tuesday Oct 22, 2013

Understanding When Social Interactions Should Be Resolved in Another Channel

Agents need to respond to customers’ social comments and questions quickly and in the right tone. But more importantly, they need to offer resolutions. Customers care most about how long it takes to find information rather than which channel they are using. [Read More]

Wednesday Oct 09, 2013

Using Social Media Trends to Proactively Improve Internal Operations

Most businesses focus their social media activities around two goals: revenue generation from marketing activities and improving customer engagement and satisfaction by responding to social queries. However, they should also be using social data in real time to improve processes and agent performance.[Read More]

Thursday Sep 26, 2013

Connecting Your Social Media Efforts Across Marketing and Customer Service

One of the biggest challenges with being a socially aware enterprise is managing ownership of social data and responses. Social media impacts many parts of the customer lifecycle and, as a result, it also impacts many departments within the enterprise, including marketing, customer service, product and strategy teams. These internal teams will need to collaborate, share trends data and define who will handle different types of social communications.

[Read More]

Wednesday Sep 04, 2013

Getting Started with Social Customer Service

Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum

In my last blog I talked about the value of using social channels to support your customer service efforts.  Here I’ll talk about understanding the most relevant social media tools and how to handle queries and issues.

[Read More]

Thursday Aug 29, 2013

Why Social Customer Service? Why Now?

Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum

Social media has become a daily part of life for many. But what is its purpose and why have we become so reliant on these tools? It hasn’t replaced phone conversations, texts, emails or even real life meetings; rather it has become a useful addition. On a simple level, it’s an ever evolving, admittedly often infuriating, view into friends’ lives, a way to send messages, show off, or digitally curate the way we want to be perceived.

[Read More]
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