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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