During the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels including the Web, email and phone. Customers expect to get service at any time of the day or night and assume that customer service teams will keep a history of all interactions. More recently, the social network boom has created a new revolution in customer service. The reach and immediacy of Twitter, Facebook and, now, Google+ has made the voice of the customer an extremely powerful force.
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Riding the Wave of the Customer Service Revolution
Posted by: Zack Urlocker December 27, 2011 05:00 AMDuring the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels including the Web, email and phone. Customers expect to get service at any time of the day or night and assume that customer service teams will keep a history of all interactions. More recently, the social network boom has created a new revolution in customer service. The reach and immediacy of Twitter, Facebook and, now, Google+ has made the voice of the customer an extremely powerful force.