The Future of Customer Service
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Transcript of The Future of Customer Service
![Page 1: The Future of Customer Service](https://reader033.fdocuments.net/reader033/viewer/2022060106/546a8143af7959973b8b6b43/html5/thumbnails/1.jpg)
How caring for customers is shifting thanks to social technology
Jason Falls | Sparkcentral | October 9, 2014
The Future of Customer Service
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The Relevance
Bulls Eye
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What happens when they don’t get it?
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What happens when they do?
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How do we deliver on relevance?
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KNOW YOUR
AUDIENCE
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Why The Call Center Fails 1. Focused on process & answer trees, not customers
2. Built with an outsourced mentality
3. Data focused on an order not the customer
4. Disconnected from customer conversations
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How It Can Succeed 1. Focused on customers
2. Elevate the expectation of the representative
3. Make the data holistic (order + customer)
4. Plug into the conversations, too
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The Customer Service Experience of Tomorrow
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ONE TOUCH
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Accessible anywhere
Accessible Everywhere
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Concierge-Like
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The Customer Service Team of the future
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Technology Based
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Real-Time … or die
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Inherent Accessibility
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Indistinguishable from social team
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“ The future of the call center is social media. Deal with it.
TWEET THAT SHIT! (@JasonFalls said it)
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Jason Falls
Elasticity
@JasonFalls
goelastic.com
Get the slides! www.slideshare.net/elasticity
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