Think mobile, act social…customer service gets off the camel
With
Original air date: December 13th
Now more than ever customers are driving how they wish to communicate with organisations. Communication is far more disjointed, asynchoronous and immediate than ever before. The time between the complaint and the cause of the complaint is moments. This change has profound implications in the way customer service needs to be thought about and provided. There is a far greater imperative now on organisations to understand their customers’ motivations and expectations. Customer behaviour is inextricably linked to the customer service experience; technology is no longer an acceptable proxy for it.
This session will explore some of the themes around the idea of the social customer and how they are challenging traditional notions of customer service.
Guy Stephens, is a Consultant at Capgemini UK specialising in the use of social media within customer service. Guy is able to speak as both a practitioner and consultant on this subject, having set up the use of social media within customer service at The Carphone Warehouse, Europe’s largest independent cellphone retailer, back in 2008. The work he did at The Carphone Warehouse was the subject of a lengthy Forrester report written by Dr Natalie Petouhoff. He has been described by Dr Dave Chaffey as one of the world’s leading thinkers on this subject. He is on the Leadership Council forBestServiceOne.com, the dedicated customer service portal for CustomerThink, is a regular conference speaker, contributor to various publications, blogger and avid Tweeter (@guy1067).
RECORDED WEBINARS
- Getting Started
- Customizing Zendesk to Work for You
- 6 Surefire Tips to Retain & Grow Customers
- The Secret Formula for Customer Satisfaction
- Why Mobile
- Best Practices for Running a Global Help Desk
- Zendesk Voice Best Practices
- Building your Knowledge Base
- Zendesk Voice
- Using Analytics
- Zendesk’s Enterprise Plan
- Ticket Sharing
- Troubleshooting Triggers
- Today’s IT Support
- CSS in Zendesk
- Capture the Definitive Business Metric: Customer Satisfaction
- Why Zendesk?
- Zen Masters
- What’s the Secret to Providing a World-Class Customer Experience
- I Love You More Than My Dog
- The Cult of the Customer – Turning Customers into Evangelists
- The Zappos Experience
- One Person Just Told 500,000 People that Your Business Sucks!
- Think mobile, act social…customer service gets off the camel
- Secrets of building 21st-century customer loyalty
- Integrations
- LiveChat
- JIRA
- MindTouch Integration
- SugarCRM
- LogMeIn
- GoodData
- Salesforce
