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.
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 [...]
