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The Rise of the Social Contact Center

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Customer service can now never be free of social. Customer service has changed. And it hasn’t changed at all.

The above sentence doesn’t make much sense, does it? Allow me to explain.

Once upon a time, customer service was non-existent. If people wanted service, they had to get in their cars and come back to the store where they bought the product or service from, and complain. Everything was face-to-face, and it worked fine for some time (at least for businesses), before the telephone was invented and all hell broke loose.

And then came outsourcing. The idea of using advances in technology to take customer support to places with cheaper manpower gave rise to the call center economy, and since then, customer service has been more or less a calm place with set rules and metrics. Performance has been uniform as well, and if recent evidence is anything to go by, standards have only been increasing, and customers have had less to worry or complain about.

At least, until the rise of the social juggernaut.

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