pic: Tech.co |
Aspirations
have changed and so have Service expectations!
From
booking a taxi the previous day to taxi in 5 minutes, food in 30 minutes and a
even perfect match on BharatMatrimony in a day...
Customers
want empathetic listeners who can solve problems.
Customer
service through phone is perceived to be slow and tough.
The
way we’ve been taught to listen to customers is perfectly suited for a world
that no longer exists - Phone surveys and web forms.
Customers
want to be understood, connected at lighting speed and issue resolved anytime,
anywhere.
But
just phones, web forms and customer care mail ids seem to have limitations in
today’s world.
Why…
Customers
feel that they’d be spun around from one number to another
They
think that it’s slow
They
feel they're just "token numbers" and "tickets"
Whereas
on social...
Customers
think there are real people to whom they can connect with. They've understood that
social is powerful and companies won't ignore them.
Think
social!!!! Deliver Happiness Through Social!
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