customer service

May 012015 Tagged with , , , , , ,

Maintaining the Advantages of Social Customer Care

When we think about how businesses use social media, our thoughts usually center on the marketing department.

However, judging by the preferences of North American consumers, the reality is that social media is actually more heavily used as a customer care channel.  A 2013 J.D. Power and Associates study of more than 23,000 online consumers indicated that 67% had used a company’s social media site for service, compared to only 33% for social marketing. And most customer service/contact center observers seem to think that we are only at the beginning of a long trend in this direction.  Read More…

Aug 092013 Tagged with , , ,

In Customer Service, Why Does The Phone Still Rule?

Think of the people with whom you tele-connect on a regular basis. You may have a business contact who communicates strictly through email, or a colleague who prefers sending texts. You use Skype and Google Hangouts for your contacts in faraway places. Some people can only be reached via Facebook. So where does the phone fit it these days? That’s only for family, close friends, and emergencies.

But when it comes to customer service, most people would still rather use the phone and talk to a live person.

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