TRADITIONAL CUSTOMER SERVICE—NOT GOOD ENOUGH ANYMORE

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It should come as no surprise that people are frequently dissatisfied and annoyed with the level of customer service they receive from the companies and organizations with which they do business. Surveys consistently find that many people are not getting the kind of service and help they feel they deserve. Complaints run the gamut from not being able to find answers on company Web sites, to not being able to speak with a knowledgeable company representative. Given the countless complex electronic devices in the market today, there is tremendous frustration with the inability to actually “show” an agent the problem or issue. The solution is for agents to securely collaborate with customers using proven Web collaboration technologies that will enrich the customer experience and drive profits.

There is a concerted effort across industries to dramatically improve the customer experience. In many cases, social media has lifted the veil to expose a gap between a company’s marketing claims and the true quality of their products and service delivery. Customers are no longer willing to suffer in relative silence. They have taken to the Internet to complain and warn others about shoddy products, unethical practices, and poor customer service. Increasingly, customers are willing to vote with their wallets in favor of companies that provide an exceptional customer experience.

Frost & Sullivan conducted a recent survey of contact center decision makers. Based on these findings, it appears that business interest in social media customer support is high across industries.  A recent Siemens sponsored Frost and Sullivan white paper – Customer Collaboration- a Richer Customer Experiencee Drives Profits, shows the benefits that respondents expect by supporting and tracking social media interactions. Providing better customer service is the number one benefit sought or derived from social media customer support, followed by driving more sales and customer loyalty. In some verticals such as healthcare and retail and consumer, there is also a lot of interest in using customer collaboration for product improvements.

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