Beyond The Bandwagon
The real value of social media in customer service
Customer expectations are changing, and changing fast. The web and mobile channels keep people connected, 24/7. And social media means people are sharing their experiences – good and bad – instantly, around the world.
However, we believe that the fundamentals of customer service are exactly the same as they’ve always been. It’s just that now there are new ways and new places to use them. So, while it’s a good idea to be sceptical about all the hype surrounding social media, it’s also a good idea to take a closer look at the real value. Because social-informed customer service is actually a very powerful thing. Some people also call that Social CRM.
Take a minute to flick through this easy-to-consume presentation - it will give you a great insight into how you should be thinking about your organisations’ customer service.
Hopefully that has rung true with you and you’re ready to take the plunge. Well, we’re here to help. A great next step would be to read this Multi-channel Customer Service eBook
You can also let us know what you thought, or ask us a question, by adding a comment below.