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Customers who communicated with a contact center through social media and then received subsequent follow-up rated their final satisfaction nearly 20% higher than those who received no follow-up, and were 15% more likely to recommend that company. In this one hour webinar you’ll learn how social media has permanently changed the game for the call center industry. Guest Speaker: Shep Hyken is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. We’ll talk about: - How has social media changed the way contact centers work? - What mistakes do companies make with social customer service? - Since social media changes so rapidly, is it fair for us to demand service on those channels? - What’s the worst social service “fail” that you’ve seen? - Has the rise of social media been a net plus or minus for customer service, overall? - Plus so Much More!
Citation preview
Shai Berger
Co-Founder & CEO
Fonolo
How Social Media has
Changed the
Call Center Game
FOREVER
Oct 30th, 2014 at 2:00 PM ET
Shep Hyken
Customer Service Expert
Social Channels
Retail Customer Prefer Social
of customers
have ditched
a company
because
of poor telephone
customer service.
Source: www.callcenterhelper.com
60%
Social Media Adds Pressure
Source: April 2010 study by ROI Research
Share
opinions about
companies or
products
33%
6
Source: http://onholdwith.com
Tweet Venting
onholdwith.com
A real-life phone interview
Register for this free webinar to join
the live Q&A.
October 30, 2014
2:00 PM ET
Register Now!
