A tremendous new customer service opportunity has emerged with the adoption of social media by consumers and the ability for companies to effectively listen to and track conversations about their brands. TELUS International calls this activity “social care,” and it’s defined as the efforts employees make through social media to care for customers. Interestingly, these efforts aren’t necessarily confined to traditional contact center agents working in customer service departments. They are finding some companies empowering not only their well-trained customer service representatives, but also a select group of engineers, product managers and even executives. Tapping into the larger talent pool is one of many strategies companies are using to provide positive customer experiences on the social Web.
Several best practices emerge from research conducted by TELUS International. Some of these practices are already being effectively employed at benchmark companies while others are underutilized practices that represent opportunities for companies to expand and improve their social care efforts.
Ten Apple Apps for BusinessApple apps to help increase business productivity.
Top Eight Features in Windows Server 8 Windows Server 8 is a technically sophisticated operating system that is crammed with features that bring many previously enterprise-only capabilities to small and mid-sized businesses.
Seven Points CIOs Must Know About the Board of Directors Seven areas that CIOs must understand and act upon in order to effectively work with the board.
An eWEEK Property
Copyright 2019 Quinstreet Inc. All Rights Reserved.
Advertiser Disclosure: Some of the products that appear on this site are from companies from which QuinStreet receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. QuinStreet does not include all companies or all types of products available in the marketplace.