Leveraging the power of an engaged technical customer community can be a great way to reduce support costs and improve responsiveness. The key is to not abdicate to that community or to technology such as chatbots - there must be a responsible human in the loop.
In a world of fake news, alternative facts, and unbridled content creation, who do you trust? You trust your friends, colleagues, and other people you know. A brand that taps into this can show it cares, to the power of n.
The team at Simmons Sharpe makes 10 digital transformation predictions for 2018, including the latest on augmented reality, voice assisted shopping, connected cars, customer care, edge computing, and even marijuana!
Your brand voice and tone on social media is critical to unify your content and customer care teams and create deeper relationships with your customers. See how McDonald's, Spotify, Atlantic Lottery & more are winning customers over on social.
According to Deloitte's survey, 64% of customer care contacts in 2017 were via the old-fashioned phone call. But by 2019, just 47% of contacts will be via phone - with social customer care, chat, and text on the rise. The digital tipping point for customer care is fast approaching. Is your organization ready?