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Social Customer Service, Contact Center of the Future

by on Mar 16, 2012


Part 1 - Social Customer Service ...

Part 1 - Social Customer Service

Customer Service using Social Media is a nascent discipline, ready to take off if you have the patience, support and clear objectives. A recent survey, conducted with ThinkJar Research, of 400 practitioners, revealed interesting and valuable data regarding Social Customer Service. The responses validated some long held theories as well as exposed some unexpected results. Additionally, the channel where questions are asked does bias the results, and caution is advised to organizations regarding data gathering techniques.

The results expose differences in usage, as well as maturity between organizations based on size, industry and geography. Analysis and an understanding of the data will help to guide organizations in their approach to their own Social Customer Service initiatives. Areas such as organizational readiness, integration of data and process are examined and discussed. Also, the proper balance between Social Customer Service and more ‘traditional’ Channels is an important part of the conversation and is addressed.

High level qualitative conclusions:

• US and UK are a little bit different in the choice of specific Network choice
• Financial Service Providers prefer Branded Closed Communities
• The UK had a slow start, but is picking up the pace
• Web self-service is not as mature and broadly used as expected
• Social Customer Service is not about revenue, it is about customer satisfaction
• By a ratio of 2:1 social processes are less defined than for standard channels
• Organizational size impacts the usage of specific channels, it is not linear
• Not everyone thinks Social Customer Service is a good idea
• The channel where you ask questions is important, it can alter the data and decisions are based on data

Part 2 -

Ciboodle is a Business Process and Customer Engagement Platform. The purpose is to support the customer driven enterprise, through the Contact Center.

From Customer Centric to Customer Experience and Customer Journeys the simple premise is to always make the customer is the center of everything you do. Some of you have probably written about it, many of you have read it, it is easier said than done it is hard work..

As technology evolves, so does the process by which your customer uses technology to get her job done. How does the enterprise keep pace?  In the the next few minutes, I will explore, but only scratch the surface regarding what I believe to be some of the core tenets of customer service and the contact center and how these are going to evolve to keep pace.

A Process is a series of actions designed with a specific outcome in mind. Coordination is the organization of the different elements of a process across departments, timezones and the whole ecosystem frankly.. There are many important actors where coordination is required; other knowledge workers, the customer, back office and partners.



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Social Customer Service, Contact Center of the Future Social Customer Service, Contact Center of the Future Presentation Transcript