Mr. Arrignton’s flight on Delta or where CRM, Social CRM break.
“If only a flight attendant, or baggage person, or whoever, would just commiserate with me for one moment. Maybe smile and say they’ll try their best to help. But until all that bad energy is gone, and the airlines have employees that don’t stare daggers at their customers, I’m out. I’ll stick to Virgin, Southwest and Jet Blue. Mostly Virgin because they have Internet. And if I can’t fly with them I’ll just cancel and use Skype video. Because life’s too short to deal with these assholes any longer.”
Social Media Channels for Tech Support – from a person who knows it!
ocial media are fast-tracking to becoming important channels for customer support. In fact, our data shows that 57% of technology companies have a customer discussion forum, and 36% already embrace Twitter as a method for starting conversations with customers.
Before helping your customers, help yourself!
In order to provide great customer service and support across all channel, including social media ones, companies need to fix their back end systems and processes.
How can I help you? – The next generation! [Part 1]
How companies can improve customer service? Complex question. Part 1 – single point of problem request entry. Will this help?
Who are they – those “answer” people?
Why do we need to worry about characteristic of these “answer” people? Because if we know what we are looking for we might be able to find them. And we know by now that we need to find them. We need to help them if needed, support them, reward them, and make sure people know about them.
Integrated Social Networks Analysis: Communities For Customer Support.
As I was watching this video recording from one of the last year meetups on Social CRM and The Future of Customer Service, I realized that Kira Wampler from Intuit has raised an interesting point. Is there a need for integrated service/support communities’ management strategies and methodology? Watch live streaming video from cioitexec at livestream.com [...]
“Live” Agent – is this the solution to your problem?
Social CRM triggered the whole new level of discussions around automated/self-service support options. People are demanding real-time interactions with the “live” person. Everywhere they go. Why? Because they [for some unexplainable reasons] still think [despite all the realities] that the best customer service can only come from “live” interaction with the agent.
Self-Service and Social CRM – friends or …. ?
Two schools of thoughts are fighting these days around the following issue: how customers should be treated in social media space. Can customer service/support interactions be automated or the whole nature of social media channels dictates one-on-one personal conversation-based communications.
“Social” space – 2010 predictions.
This is the time of the year when people start predicting major trends for the upcoming year. After careful considerations I decided to publish mine – focusing on major trends in “social” space: Social CRM, Social Media/Networking. And I will do it by categories – makes more sense to me, hope to you too!
