The Future of Customer Service The Social Media Contact Center

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The collaboration of the traditional call center practices and web 2.0 services can prove invaluable to businesses in today’s technology driven world of customer service.

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The Future of Customer Service: The Social Media Contact Center:

The Future of Customer Service: The Social Media Contact Center The collaboration of the traditional call center practices and web 2.0 services can prove invaluable to businesses in today’s technology driven world of customer service. http://www.dialogue-marketing.com/

Evolution of Contact Centers:

http://www.dialogue-marketing.com / Evolution of Contact Centers Before the internet, customers typically only had one way of communicating their problems with a company: through an 800 number. While this proved to be useful for companies in helping to solve customer complaints and problems, it was also a timely matter, depending on what the problem was and how busy the call center was. Now , with the invention of the internet and social media, companies need to integrate the traditional call center methods with those social media outlets most used today, creating the social media contact center , to reduce those timely calls.

New Ways for Customer Service Feedback:

http://www.dialogue-marketing.com / New Ways for Customer Service Feedback No longer are customers solely using the phone to express their concerns or problems with a company, but rather writing about that company on their Twitter, Facebook and Blog pages. Whereas the traditional phone call center could handle all the calls you received, the social media contact center can handle both the phone calls and social media aspects of you customer service center. The social media contact center can offer outbound and inbound social customer service care , allowing you to ensure that all concerns and problems are being met with a solution from a qualified individual.

Benefits of a Social Media Contact Center:

http://www.dialogue-marketing.com / Benefits of a Social Media Contact Center The benefits of a social media contact center for a business are beneficial for both inbound and outbound customer service care areas. When a customer has a question about a product they often call and have to go through automated services, long wait times and disconnections to finally get to the official customer service help. With the invention of the internet and social media sites, customers are simply logging into a blog or community help site and posting their question, awaiting an answer from a sometimes unqualified person. With a social media contact center in place at your business, you can help the customer with social media customer care at the touch of a button.

Avoid Potential Conflicts with your Customers:

http://www.dialogue-marketing.com / Avoid Potential Conflicts with your Customers Many customers are taking their problems to the internet, hoping that posting it to a community board or blog will yield a solution to their problem. This can then be seen by all of their friends and followers, potentially making the problem even worse for your company. With the help of a social media contact center, a qualified employee of the company can proactively search for these posts and respond before the problem is amplified and becomes a much larger problem. In turn this quick response can help to save and create customer relationships as well as protect your brand from any potential harm . In the end, there are great benefits of combining both the traditional model of the call center with that of a social media contact center .

About Dialogue Marketing:

http://www.dialogue-marketing.com / About Dialogue Marketing Established more than 30 years ago, Dialogue Marketing, Inc. provides award-winning customer relationship management (CRM) services to help companies of all sizes and across a wide range of industries acquire, support and retain customers. With more than 1,100 employees, the company offers lead generation, customer care, technical support and end-to-end sales support to help turn call centers into value-added profit centers that build long-term enterprise value and lifelong customer relationships. For more information, please visit www.dialogue-marketing.com .

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