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.

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Wednesday Jan 09, 2013

Dallas Event: Social Innovations with Southwest Airlines

Beyond promoting brands through social channels, how do marketing executives gain insights to make real time decisions? In Dallas on Thursday, January 31, learn from experts at Southwest Airlines and Oracle about how innovative thinking and technology will continue to change the way businesses develop and launch social initiatives across the enterprise, to both national and local markets. You will also learn:

  • What factors impact the social media evolution of large enterprise companies
  • How innovative social programs deliver an exceptional customer experience
  • How enterprise businesses scale using social platforms to engage with national and local communities and encourage customers to share

Who should attend? Marketing executives with responsibility for social media strategies. Registration is required to attend this exclusive event at Five Sixty by Wolfgang Puck. Register today by calling 1.800.820.5592 ext. 11194.

Friday Nov 09, 2012

How Social Is Your Contact Center?

More than 75% of consumers have complained on a social site after a poor customer experience. Yet, 70% of companies have little understanding of the social media conversations about their brand. To deliver upon your brand promise, retain customers, and increase their lifetime value, you must deliver great customer experiences across social, mobile, phone, and chat channels. Siloed channels produce poor customer experiences. Social channels must integrate with the people, processes, technology, and traditional channels used to satisfy customers.

The more effective a company’s social marketing, the greater the demand for effective social service. However, service is not a job for social marketers. It is a job for service specialists, focused on KPIs such as response time, first contact resolution, satisfaction, churn, retention, and customer lifetime value.

Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs, and negligible return on investments. Service leaders should consider carefully how to integrate social channels with their current customer service and support people, processes, technology, and channels.

Here is one company realizing success: the pre-integrated Oracle RightNow Social Experience “empowers our contact center operations by enabling our agents to join customer conversations that are happening on social sites like Twitter and Facebook and integrate those conversations into our overall multichannel customer engagement processes.” — Lisa Larson, Drugstore.com

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