This article was originally published on No Jitter, here.
Companies that respond to these trends now will be better prepared to succeed and maintain their competitive advantages.
Smart organizations view their contact centers as their first lines of defense in the battle for consumer loyalty. In fact, 75% of companies recognize customer service as a competitive differentiator; yet, customer satisfaction levels are down for the fourth consecutive year (according to Dimension Data’s 2015 Global Contact Centre Benchmarking Report). Why is there such a gap between the strategy and execution?
Richard Dumas, director of product and solutions marketing at Five9, shared his thoughts on why brands aren’t responding to customers on social media. Read the full article on SocialTimeshere.
If you’ve ever used social media to ask a question, look for information or vent your frustration about a product or service, you may have wondered why your post was met with silence. Maybe another consumer responded with a suggestion, but where was the brand that was the subject of your ire? Why didn’t they reach out to help solve your problem? Given that so many people now use social media to discuss products and services, why aren’t brands tripping over themselves to offer help? Continue reading →
More than 68% of businesses say social is a necessary service channel, yet 60% of companies do not formally support social customer care (ICMI).
With the amount of social chatter out there, social media can be a tough channel to manage. However, with the right tools and guidance, it is possible to utilize social media effectively to care for customers in this noisy, multi-channel, multi-media world.
The electric telephone came about in 1876 and until recently, it was a business’s primary means of long distance communication with its customers. That was before Facebook, Twitter, and smart phones that put constant Internet access into the public’s hands (literally).
Providing excellent customer service has never been easy, but it used to be somewhat simpler. Once a matter of answering telephones and reviewing complaint forms, customer service has evolved into something that must be continually monitored on countless fronts. The Internet has changed everything–and when we say everything, we mean everything.
A version of this post was originally published on WIRED Innovation Insights. View the original full-length version here.
In looking at customer care, one reoccurring theme is social and the need for “the normalization of social.” In general, social as a customer care channel will become much more commonplace. C-level executives are keen to leverage existing infrastructure, common metrics and incentive programs that have a proven track record. Below are four key areas that will be top priorities in social customer care in 2014:
Overloaded marketing departments will force the issue of social customer care Continue reading →
Last week Five9 hosted a webinar discussing the best way to bring social media into your contact center. The presentation covered the importance of social customer care, social customer care “fails,” common social customer care dilemmas, and 5 easy steps to get started.
If you missed the webinar, check out the presentation below or view the full webinar recording here.
There are many best practices or measures your company should take when it comes to providing stellar social customer service. Listening for brand mentions and establishing response and measurement strategies are good places to start. But how about the things you shouldnât do?
In this recent article by Ashley Verrill, who provides research on social CRM products and trends for Software Advice, we read about big companies that are still committing basic social customer service faux pas. In our Q&A with her below, we talk about a few of these common mistakes and how they can be avoided.
Five9 SoCoCare: Why is it so common for big brands to take multiple hours to respond, or worse – not respond at all? Are they simply overwhelmed by incoming social traffic, or is there a bigger issue at play? Continue reading →
Social media has fundamentally changed customer engagement; 1 in 5 consumers say they have used social media for service in the last year and are willing to pay a 21% premium to companies that provide great service.
An estimated 3 million people work in call centers in the United States, receiving 43 billion phone calls per year. Continue reading →