How the Customer Service Shift is Affecting Your Business

By: The Clarabridge Team

September 12, 2017

Tags:
Clarabridge Engage
Digital Customer Service
Social Media
Social Customer Service
Social Media Engagement
Social Media Management

Traditional customer service models are outdated. Businesses are no longer in a position to dictate where, when and how customers or prospects get the help they need. Instead, customers are dictating how they will get in touch with you, and more likely than not, they’re choosing to do so with the most public forum available – Social Media.

Some companies saw the opportunity in Social Customer Service, and immediately leveraged it as yet another channel to assist customers and move them through the sales cycle. With Social Media being such a public form of engagement between customers, prospects, and businesses, organizations should go out of their way to be a part of the conversation.

From a branding perspective, being a core part of the conversations that fans and followers alike is instrumental- but from an operational and logistical perspective, you need to make sure that you’re listening to what they’re saying and giving them what they’re asking for. For instance, if people are reaching out with product or service inquiries that your social media team cannot confidently and most importantly, accurately assist with, then it’s time to see how you can integrate the efforts of customer service and social media.

On September 14th, join some of the biggest brands in the world as their social media experts talk – in a panel style webinar– about how they’ve implemented successful social customer service programs in their organization. You’ll hear from experts from brands like Crate and Barrel, TfL, Porsche, and ING Spain. This is a very rare opportunity that you don’t want to miss. Can’t attend? Register anyway, and we’ll send you a recording!