Traditional customer service is undergoing a revolutionary transformation. In this multi-channel age, it’s no longer good enough for companies to provide great service in person or on the phone.The new status quo is a multi-channel customer experience.
To remain competitive, companies are now expected to deliver exceptional customer service whenever and wherever customers contact them, whether it’s on social media, mobile apps or through traditional channels.
We’re seeing it all around us. Mobile-first companies like Lyft are revolutionizing customer service by engaging with customers in an unprecedented way - solving problems, answering questions, taking reservations and engaging with their customers on social media and mobile apps.
These companies are changing the way we view the customer experience, and they’re transforming customer expectations.
Today’s customers are no longer satisfied waiting days for a response to an email or being put on hold while they wait to speak with a customer service representative. They don’t want to be pawned off and they don’t want to be ignored.
Today’s customers want to engage in real conversations with real people in real time. And they want that conversation to take place on the channel of their choice.
The modern customer is calling the shots. Companies not only need to accept that, but they need to embrace it or risk falling behind.
Technology is rapidly changing the way we do business. Although the fundamental qualities of great customer service remain the same, the way it needs to be delivered has already changed.
Companies who see the possibilities in this new type of customer experience will be the ones who continue to grow and thrive in this ever-changing multi-channel world.
LEARN THE SECRETS OF TOP BRANDS WHO ARE TRANSFORMING CUSTOMER SERVICE IN THIS FREE WEBINAR ON OCTOBER 1 at 11am PT:
- Esteban Kolsky, Principal and Founder - ThinkJar
- Zach Cole, Social Media Manager - Lyft
- Jerry Oversen, Director of Customer Care - Gogo
- Meg Christolini, Head of Product Management - Sparkcentral
- Moderator: David Myron, Editorial Director – CRM Magazine
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