By now, common sense, the business media and practical experience have taught the lessons of multi-channel engagement for service. Businesses have come to realize that they need to provide service in whatever way their customers wish to receive it, whether it’s through the phone, via chat or text, over email or through social media. This is a reflection of two things: the changing nature of the customer and the increasing realization that service equals retention. Retaining those customers is the easy route to increased revenues.
Article clearly mentions the enhancements required for customer service software to become social and knowledge base management. Happyfox is an help desk software which has become social with facebook integration. All customer complaints can be tracked, managed and responded in the ticket management interface by coupling the social media and help desk. Also, though there are stand-alone knowledge base management software, help desk must have an inbuilt knowledge base and community forums for customer interaction and help.
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Answer Customers' Calls - Even When the Phone's Not Ringing
Posted by: Christopher J. Bucholtz January 10, 2013 05:00 AMBy now, common sense, the business media and practical experience have taught the lessons of multi-channel engagement for service. Businesses have come to realize that they need to provide service in whatever way their customers wish to receive it, whether it’s through the phone, via chat or text, over email or through social media. This is a reflection of two things: the changing nature of the customer and the increasing realization that service equals retention. Retaining those customers is the easy route to increased revenues.