With an estimated 1 billion Facebook users and 200 million Twitter users, it’s no surprise that the rise of social media has permanently impacted the customer service channel. The ability to interact with customers over social media has ultimately created a ripple effect for contact centers – from how they deal with customer inquiries, to the role that agents play.
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. This is why customers who start on a traditional channel, such as voice, are turning to social media if they don’t receive the response they were looking for in the length of time they deem reasonable.
Has your contact center kept pace with the social revolution?
Customers who communicated with a contact center through social media and then received subsequent follow-up rated their final satisfaction nearly 20% higher than those who received no follow-up, and were 15% more likely to recommend that company. In this one hour webinar you’ll learn how social media has permanently changed the game for the call center industry.
Join us on October 30th, at 2:00 PM ET / 11:00 AM PT for an opportunity to get all your questions answered!
Shep Hyken is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.
We’ll answer these questions and more:
- How has social media changed the way contact centers work?
- What mistakes do companies make with social customer service?
- Since social media changes so rapidly, is it fair for us to demand service on those channels?
- What’s the worst social service “fail” that you’ve seen?
- Has the rise of social media been a net plus or minus for customer service, overall?
Who should attend:
- VP’s & Directors of Customer Service
- VP’s & Directors of Contact Centers
- VP’s & Directors of Web/Social Media