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Social: Session 7: Turbocharging Customer Service Through Social Technologies
 

Social: Session 7: Turbocharging Customer Service Through Social Technologies

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Social media - Twitter, Facebook, discussion forums, ideation communities, social listening platforms to name a few - can be used to help companies deliver a customer service experience that aligns ...

Social media - Twitter, Facebook, discussion forums, ideation communities, social listening platforms to name a few - can be used to help companies deliver a customer service experience that aligns with customer expectations. This alignment ultimately results in a more loyal customer base and a quantifiably larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. This presentation describes the foundational elements that your contact center must get right before you consider adding social technologies, and how social technologies can be deployed in a manner that extends current capabilities, and reinforces the customer experience and company brand.

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  • Source:http://www.cs.umass.edu/~mccallum/house/house-may2003.jpg
  • This is Forrester’s social ladder -
  • Source: http://exposureforjquery.files.wordpress.com/2010/08/120598_new_house_foundation2.jpg
  • Source: RightNow Technologies (http://www.rightnow.com/)
  • So, how should you get started with Social?
  • Source: Exposure jQueryPlugin (http://exposureforjquery.files.wordpress.com/2010/08/120598_new_house_foundation2.jpg)