How Social Media is Transforming Customer Service and the Customer Experience
Customer Service Experience 5 Comments
With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It’s the number one initiative that directly affects a company’s most valuable asset: customers.
What should companies invest in? Customer Service Social Media – It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009.
The webinar provided the basis for developing an ROI for social media and the customer service center. If you missed the webinar, the recorded version is available at http://www.parature.com/webinar.aspx?ID=09-0004. Continue the webinar discussion here.
A copy of this presentation is available in our SlideShare profile.
5 Responses to “How Social Media is Transforming Customer Service and the Customer Experience”
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[...] tweeted (and many have re-tweeted) this webinar link and this slideshare presentation link so anyone can hear the report webinar and download the [...]
Excellent webinar. Would love to get Dr. Petouhoff’s deck. Also wonder abut the market demand for or potential payoff of adding click-to-talk capability for voice communications between customers on social networks and mobile informal customer care agents, such as between prospective customers on Web 2.0 social networks and mobile sales associates or mobile enthusiasts.
Excellent webinar, I agree! Dr. Petouhoff mentioned she would make the presentation available. How can we access it?
Thanks!
Hi Alan and Martina,
I really appreciate your comments! I’ve been researching the affect of social media on customer service for the last several months. Its been fascinating to see the quick and dramatic changes that companies that have the courage to deploy it experience. It’s an exciting time to be in corporate america and watch it change before our very eyes. I think Parature is handling the ppt.
Love to hear from you!
follow me at @drnatalie
The Webinar was very interesting. Very straight to the point. No ambiguity. Its a must liste-to for any company that want to leverage its customer service for high ROI, customer retention and feedback mechanism