EVOLUTION & FUTURE OF CUSTOMER CARE
May 10, 2015
EVOLUTION & FUTURE
OF CUSTOMER CARE
PHONE’S DEAD#FUTURECARE @VITHORKY
GO TO SOURCEPRE-1870
TELEPHONE1876
CALL CENTRE1960S
I(VR) ROBOT1970S
OUTSOURCING1990S
EMAIL & CHAT1996
SOCIAL CARE2008
TECHNOLOGY
CRM integration
PEOPLE
COMPANIES
CU
STO
MER
CA
RE V
ISIO
N
CUSTOMER
SERVICE
2015 2017 2020
Video-calls via web/social
ConnectedproductsSocial in physical world
Death of IVR
Social user segmentation
Tablets & 4G penetration
Channel ignorance
Care-drivenmarketing & sales
Ambassadorcare
Omni-channelhome-sourcing
Peer-to-peer communication
Social in contact centre
Socially-driven businesses
Zero tech error tolerance
YOU
FRIEND
CUSTOMER
AGENTYOU
FRIEND
TOKYO
PRAGUECUSTOMER
AGENTYOU
FRIEND
THE SOCIAL SIDE OF T-MOBILE’S CUSTOMER SERVICE
WHITE PAPER: Tips and recommendations
for providing awesome customer service on social media.
THANK YOU.Vit @vithorky [email protected]