How caring for customers is shifting thanks to social technology Jason Falls | Sparkcentral | October 9, 2014 The Future of Customer Service
Nov 18, 2014
How caring for customers is shifting thanks to social technology
Jason Falls | Sparkcentral | October 9, 2014
The Future of Customer Service
The Relevance
Bulls Eye
What happens when they don’t get it?
What happens when they do?
How do we deliver on relevance?
KNOW YOUR
AUDIENCE
Why The Call Center Fails 1. Focused on process & answer trees, not customers
2. Built with an outsourced mentality
3. Data focused on an order not the customer
4. Disconnected from customer conversations
How It Can Succeed 1. Focused on customers
2. Elevate the expectation of the representative
3. Make the data holistic (order + customer)
4. Plug into the conversations, too
The Customer Service Experience of Tomorrow
ONE TOUCH
Accessible anywhere
Accessible Everywhere
Concierge-Like
The Customer Service Team of the future
Technology Based
Real-Time … or die
Inherent Accessibility
Indistinguishable from social team
“ The future of the call center is social media. Deal with it.
TWEET THAT SHIT! (@JasonFalls said it)
Jason Falls
Elasticity
@JasonFalls
goelastic.com
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