futureworld. customer service is changing
DESCRIPTION
Part of the FutureWorld Social Media Masterclass Series. A quick look at the changing world of customer service. How are expectations changing? What role does social media service play in process-driven organizations?TRANSCRIPT
The Social Media MasterClass 2011
The Social ImperativeCustomer Service is Changing
Customer service is changing…
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We love our parents, because they loved us first!
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Lessons from Zappos…
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• 10:23 am: I receive flight cancellation email.
• 10:26 am: I call Frequent Flyer customer support desk. I’m not allowed to speak with an agent. In fact, the automated system notifies me that heavy call volume dictates they have to hang up, which they promptly do.
• 10:31 am: I tweet my airline letting them know I have a problem.
• 10:36 am: Airline replies, requests I direct message (DM) my flight info.
• 10:42 am: I DM the airline my flight info.
• 10:45 am: Airline replies, confirming receipt of my tweet and flight info.
• 10:50 am: I receive email confirmation of a re-booked flight.
• 12:46 pm: I call Frequent Flyer customer support desk (just to see if they’re still congested). Still the same heavy traffic message and hang-up.
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Project initiated offline
3 JuneNo update
7 JuneNo update
23 JuneNo update
*escalated into manual process
What can we learn from this?
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Customers are like water. They follow the path of least resistance!
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Processes. People. Technology.
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www.futureworld.co.za
Andy Hadfield@[email protected]
Images, sources and quotes credited in slides/slide notes where appropriate. All content Copyright FutureWorld, Andy Hadfield. All Rights Reserved.