Mobile – employees can participate where ever they are
Here is the conventional approach. Customers talked to the front line…these guys were located in some remote location, doing their best to support and help customers. They used tools like KB, Phone, email and chat etc. and had little in common with the rest of the organizationThe rest of the organization in the meanwhile worked at their own pace on email. Things would flow back and forth as fast as the slowest part of that chain in communication The two parts never really had to talk…expect when really required (Brick wall appears)This worked before as customers just made do with what they got Fast forward to the Twitter age…customers expect instantaneous responses which can be provided only by an agile enterprise or a social enterpriseA social enterprise is one where customers communicate with the front line and they in turn have access to the rest of the organization who can actively see what is going on and support them
Transcript of "Webinar: Insider's Guide To The Ultimate Customer Service Experience"
An Insider’s Guide to the Ultimate Customer Service ExperienceThank you for joining us. We will begin promptly at1:00pm ET / 10:00am PT.To hear the audio, you will need to use WebEx audio –receive a call back or dial-in options available.All lines are muted. Please use the Chat panel forquestions.
Welcome Thank you for joining today! Speakers Submit questions via the WebExChat panel & Twitter -@MoxieSoft Diane Clarkson Analyst Forrester Research Session will be recorded andsent to attendees withpresentation Nikhil Govindaraj VP, Products Moxie Software
Enterprise Reality: Employees are Disconnected from Customers According to the IBM 2010 CEO Study, getting closer to customers is the overwhelming top priority for CEOs. -- IBM Institute for Business Value
Industry Reality: The Markets Are Converging Source: Esteban Kolsky, thinkJar
Getting Started with CollaborationIs it a strategic imperative to become closer to your customers? Communication Collaboration Do you offer the right channels Is your workforce distributed or at the right time? centralized? Do you have a centralized Are you able to identify the knowledge repository? right expertise at the right Are your customers satisfied time? with your SLAs? What is your organizational What are the percentage of readiness for collaboration? questions that require escalation? Take Our Online Assessments
Thank You Questions: • WebEx Chat Panel • Twitter: @Moxiesoft Session recording and presentation will be sentvia email Contact Us: • firstname.lastname@example.org • +1.800.474.1149 • www.moxiesoft.com
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