Customer Care: Emerging Trends and Future Strategies - Exclusive Whitepaper
Provided by Incite Group
September 19, 2017
Customer Care: Emerging Trends and Future Strategies - Exclusive Whitepaper Provided by Incite Group
We recently spent time interviewing customer service leaders (Intuit, Comcast, Socially Supportive and more) on what they see as important emerging trends and priorities for 2018. We compiled the results into our new whitepaper – Customer Care: Emerging Trends and Future Strategies
The briefing provides insight on:
- The Holy Grail of ROI: Showing the inherent power of customer care in business operations, and its contribution to saving (and making) money is a number one priority for heads of SCC departments.
- Proactive Customer Service: Use social listening, community management and self-service to boost customer satisfaction and increase call deflection.
- Supercharged Social Media Response: 39 percent of people who complain on social expect a reply within sixty minutes, yet the average response time from businesses is five hours. Hear how to earn your response time badges.
- Hybrid models for human and bot agents: While chatbots are inevitably on their way, frustratingly for your customer they have their limits. Hybrid modes where bots work harmoniously with care agents are going to be vital in the near future.