<audio> Oftentimes, new technology and automation hamper the customer's experience. Customer Service professionals need to be involved in the selection and adoption of new productive technologies for enterprises, and also for individuals to ensure that huge mistakes are not made.
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41. New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – away from email
42. New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – away from email
Policy #2 – set up a helpdesk for customer email
while training customers to use other means
for urgent communication
The rush to automate service delivery and employee productivity has driven a number of critical touchpoints into the cracks… where they aren’t being managed. Come and find out how to impact the customer’s experience in areas that no-one is noticing.Have you noticed that companies are increasingly being taken over by technology and automation, but that the solution that’s implemented might be faster and cheaper, but gives customer experience that’s much much worse? Where are customer service professionals in all this?