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Customer service and social media

How will customer service evolve in the age of the “Customer CEO”?

(Boonton, NJ, June 6, 2013) — Customers are making expanded use of social media, mobile apps, and other technologies to engage with companies, to learn about their products, and to report on their experiences.

Two of the articles in the June issue of Customer Service Newsletter address this trend, and how customer service organizations are evolving to deal with social media.

Chuck Wall, author of Customer CEO, suggests some of the many changes ahead.

“The traditional functionality of call centers, contact centers, and customer service organizations will continue as an important frontline position for companies,” Wall says.

“But I also see an emerging trend in customer service organizations establishing formal listening posts — where they are actually taking customer service teams and putting them in rooms with computers and flat screens, so they can look at the conversations about their products and brand in real time.”

He adds: “It can go right down to ‘Joe in Connecticut is upset for X reason’ — and then responding, in virtually real time, to either understand more about the problem or to assign it to someone who can move it through the resolution process.”

Even older, established brands are getting into the act. Wall points to the example of Hertz, for instance, which recently announced that it was making a major shift to Twitter as a way to work on customer service issues in real time.

The full interview with Wall and an insightful article on how social media analytics can help management learn more about what customers want, appear in the June issue of Customer Service Newsletter.


About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com


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