Remove Communities Remove Company Remove CSR Remove FAQ

Event: Customer Service Call Centres and Social Media

Laurel Papworth

I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, best suited to Customer Service engaging on support and FAQ issues.

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

As the world continues to watch the devastation caused by the BP oil spill, it shines the light much brighter on the impact that major companies have on society while increasing consumer concerns about business practices. Build Your Defense Shield Especially in times of crisis, it’s a company’s obligation to be as open and transparent as possible, as well as to communicate most expeditiously to those consumers impacted. link] Eric Buchegger Tying together CSR and social media.

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Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

In all, it took one hour…17 minutes…33 seconds for the CSR to work with another department to see if the flight I needed was available, get an updated ticket price, rebook the flight, and complete the transaction. Want to save your organization precious “human CSR capital?”

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Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

In all, it took one hour…17 minutes…33 seconds for the CSR to work with another department to see if the flight I needed was available, get an updated ticket price, rebook the flight, and complete the transaction. Want to save your organization precious “human CSR capital?”

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

When I discuss this concept with companies, however, too often I hear something in the realm of “we don’t know what to provide our customers that would be helpful.&# Because helpfulness hasn’t historically been looked at as a marketing objective (tons of great stuff about this umbrella concept in Scott Stratten’s forthcoming new book UnMarketing – buy it ), identifying areas where help could be provided isn’t in the DNA of most companies – yet.