View
329
Download
1
Tags:
Embed Size (px)
DESCRIPTION
The adoption of social customer service is taking place in a wider context. Companies are increasingly differentiating on the experience they provide their customers, and service is a critical part of that experience. Even Gartner, one of the most established technology analysts, renamed their Magic Quadrant for CRM Customer Service Contact Centers to the Magic Quadrant for the CRM Customer Engagement Center – incorporating social media for the first time as a key part of delivering multi-channel customer service and engaging customers for a better customer experience
Citation preview
@joshuamarchJoshua MarchFounder & CEO
Taking Your Social Customer Experience to the Next Level
Leading software platform designedfor social customer service
Expertise and services in training, implementation and social customer service process
150+ global customers
Back in 2011...
Social customer service wasn’t even a term
53% of US businesses claim to offer social media as a customer service channel (ContactBabel)
Magic Quadrant for the CRM Customer Engagement Center
Private Public
Desktop Mobile
Anonymous Social identity
Private Public
Deliver real customer service in public social channels
‣Resolve issues – don’t redirect
‣Requires social agents in the contact center
‣New training, processes and tools needed
14% of customer service Tweets to retailers are in-store
Desktop Mobile
Tweets at point-of-purchase
Anonymous Social (real) Identity
The trouble with a single view of the customer
‣Multiple email addresses
‣Multiple delivery addresses
‣Multiple phone numbers
‣Loyalty cards...
Always logged on
Always logged on
People will expect instant personalized service – whatever the channel
?
Ties customer service data back to the business
$
Where is your organization?
Integrate social identity across your business
Deliver service over public social channels
Engage at point-of-sale to drive revenue
Thank you
Learn how we can help:www.conversocial.com