Tantalisingly, we can all see the bright future of multi-channel, real-time customer service. Trailblazing organisations are showing the way, like KLM, whose social media-driven customer service operation has turned customers into loyal, positive ambassadors, and Activision, which “swarms” tricky customer enquiries across the organisation to provide expert answers in real time, through Social CRM.
But for those who are stuck with last century’s CRM systems, the goal may be clear but the way forward is not. This Multi-Channel Customer Service eBook will show you, the long-suffering customer service leader, how to get your service organisation out of the 20th century and into the world of always-on, real-time, social-powered and mobile-enabled customer service.
