Article | December 30, 2013

The Evolution Of Customer Service: Social Care

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By Gabe Ulloa via the Master MSP Training Blog

Each day, I do a little research in the morning to see what is going on in the social world. Going through my rounds, I came across an article in the Harvard Business Review talking about “Social Care.” It was a great article that talked about how companies are utilizing social media and their front lines for customer service. One thing that differentiates them from their competition is that they answer and deal with problems and issues in real time. This got me thinking about customer expectations and how social media has caused a transition, or even a blur in the line of communications between companies and their clients.

More and more companies are looking for faster and faster service - from adding live chat features to expedited service and remote support. We are always looking for ways to better serve the client. However, at what point are we making it too convenient for our clients? According to the article, Twitter users expect a response within two hours. What does this say about your current SLAs? As we move into the ever-growing world of social media and instant gratification, what are we doing to ensure that we are able to consistently meet the needs and expectations of our clients? According to this article, Social Care is the answer. Social Care is broken up into four steps...

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