#WinningService for the Connected Customer: A Social Think Tank hosted by Dell
On June 25th, 2012, customer service experts and industry leaders came together at the W Hotel in Austin to discuss the challenges, opportunities and future of customer service and support. Conversations, perspectives and outcomes are storified below.
- A recording of the livestream can be viewed here:
Dell Customer Support Think Tank on the New Livestream. Live. Redefined.This event (Dell Customer Support Think Tank) ended on Monday, June 25, 2012. Below you will find all the text updates, photos, and video...Customer Support Think Tank led by 3rd party moderator Jackie Huba, author and Church of the Customer blogger.
Morning discussion 1: Social media as a Support Channel
if you use social for service you need to treat it like a valid channel. It's not a bright shiny object #winningservice
RT @kevinstirtz: challenges in social service? many brands, siloes, how to scale #winningservice
RT @DellCares: From @EYellin: With social media as a support channel, you're only as strong as your weakest social channel. #WinningService
Interesting point: fear of a drop in calls, budget and head count stops service from adopting more efficient tools #winningservice
@lizstrauss #winningservice Dell Thinktank says corporates have picked up social tools for marketing, not connection, cultural mis-fit- From Emily Yellin: There are 3 primary ways customer service can go wrong:1- Misinformation2- Lack of authority3- Support agent doesn't care
Good point by Shelley Olson @symantec: sometimes social support is seen as a threat to traditional support agents. #WinningService
Customer service is end to end - bigger than just the job of the Customer Service department #winningservice- @bobbidanger agreed - spans many departments and includes product design and the entire flow of customer experience #winningservice
- don't let ROI needs overrun the value of connecting with customers #winningservice
