Social Customer Service eBook Chapter 2

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Here’s the second in a series of seven steps to Social Customer Service success. We’ll post a new chapter every Tuesday morning through Aug. 6. In this week’s chapter, we recall the old days of customer service and how social business is changing the customer experience. How has your organization taken steps to improve your customers' experience? Learn more in chapter 3 >>> http://www.slideshare.net/Telligent/social-customerservicee-bookbytelligentchapter3live

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Social Customer Service eBook Chapter 2

  1. 1. © 2013 Telligent Systems, Inc. All rights reserved. social customer service Customer Communities in 7 Steps
  2. 2. 2 © 2013 Telligent Systems, Inc. All rights reserved. part IItraditional channels
  3. 3. 3 © 2013 Telligent Systems, Inc. All rights reserved. traditional channels Even now, customers turn to familiar places to get help or engage your brand: Remember how you used to get support? Thing is, now there are new social and interactive ways to get help, share information or buy additional products from brands. 68% phone 60% website (static faqs) 54% email 37% im Statistics from Transform the Contact Center for Customer Service Excellence, Forrester Research, Inc., September 5, 2012
  4. 4. 4 © 2013 Telligent Systems, Inc. All rights reserved. Ready for more? see the link in the description below to Part III “Social Customer Service in a Nutshell.”

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