By Richard Lefebvre-Oracle on Apr 18, 2016
Learn how leaders from Southwest, Cummins and GM are deploying social customer service for the enterprise:
A third of people say they’d rather clean the toilet than talk with customer service, according to the2015 Aspect Consumer Experience Index. And almost two-thirds of consumers want to be able to solve product and service issues on their own, thank you very much.
In our daily lives, as we’ve grown accustomed to the efficiency of texting rather than calling someone, Twitter has become a more popular channel for customer service. Plus, posting these queries or complaints on a public forum shifts more power into the consumer’s hands, as a company’s non-response will put it in a bad light, and a negative response will be there for everyone to see (...)
Read the full Forbes article here