Social media and mobile technology can change the way companies manage customer service, so writes Neil Davey in the UK blog MyCustomer.com. Davey outlines “Your Six Customer Service Priorities for 2012”.
Davey says don’t cut the customer service budget because it is the critical differentiator in retaining customer loyalty. Instead, he delivers six strategies that can put your company at the forefront of good service while containing costs.
He quotes Helen Rutherford of 2e2, explaining that just moving everything online is not the way to go:
“Nothing can replace human interaction (whether it be face-to-face or on the phone) when it comes to resolving customer issues quickly, as online channels such as email and IM can sometimes lead to misunderstandings which in turn extend the time taken to deal with customer enquiries.”
On the other hand, using social media sites and mobile technology to access those can more closely meet customers’ expectations for problem resolution.
As Ernie Wallerstein Jr. notes for the Smart Business Online Business 2.0 blog:
“The 21st Century consumers demand first-contact resolution, regardless of whether they call, e-mail, text or chat with their service provider.”
Speedy resolution is the bottom line in customer service, however it is delivered.
Laura Abrahamsen February 3, 2012
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