As a contact center leader, you may not necessarily have the time to keep up with the Kardashians. But if a recent Kylie Jenner tweet tells us anything, it’s that you’d better start paying closer attention. On February 21st, she took to Twitter, posting what …
Social Customer Care
The Now Consumer: Make it Social
If your contact center hasn’t made strides to improve the experience you provide for your customers, you may want to add toilet bowl scrubbers to your inventory. That’s because according to the “2016 Aspect Consumer Experience Index Survey” over a third of consumers today would …
Twitter Announces Bot Platform
This week, Twitter essentially announced what you could call their entrance into the chatbot space, without ever mentioning the word “chatbot”:
Speed up customer service with quick replies & welcome messages in Direct Messages
Given that spam bots have been a challenge for Twitter in …
Marketing or Customer Service: Who Owns Social?
Customer service has never been a simple affair, but the rise of social has made it infinitely more complex. Before social, it was the customer service departments, through their call centres, who controlled interactions with buyers. Then along came Facebook, Twitter and others, and suddenly …
Social Customer Support – Right Place, Right Time
When reaching out for support, customers today expect more than just the 1-800 treatment. In fact, nearly a third of consumers surveyed for “The Aspect Consumer Experience Index” claimed they would rather scrub a toilet than talk to customer service. As a result, businesses have …
Would your customers rather text than make a phone call?
A growing majority of customers (73%) have told us that if all factors were equal they would prefer to use self-service channels over traditional voice contact to resolve an issue. SMS customer service is seen by many as the more convenient option. When done right, …
Twitter Loses Its Voice-of-the-Customer Hearing
Twitter listened to their customers, like all successful companies do, and their customers gave them candid and direct feedback. They did not want Twitter messing with their streams. The company proposed pushing tweets that Twitter thinks people most want to see to the top of …
Social media customer interactions need to showcase excellent service, not erode it
As social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the backbone.
The whole reason customers use Twitter as a platform to interact …
Social Consumers and the Birth of eLationships
Companies talk about building relationships with customers. A lot. In the normal buying cycle, most businesses only begin the customer relationship once the initial purchase has been made and quantifiable information is available. Even for online retailers who have the ability to allow prospective customers …
Can Social Be a Customer Service Disaster Recovery Solution?
Social media is no longer the newest or shiniest customer service channel but it’s safe to say it still has not reached its full potential. Part of that potential was inadvertently revealed last weekend when a Southwest Airlines computer glitch prevented some passengers from checking …