by Jeannie Walters, CCXP
One major development is allowing customers to access technical/product experts directly via social media. Customers want this access, so savvy companies are creating internal and operational ways to help connect customers more directly and quickly to those experts who can help them.
Any platform will need to create easy ways for internal collaboration, swift response to social media customer service issues and issue resolution. Platforms should make the job of the customer service rep easier, not only to reply and respond to customer issues, but also to identify larger issues what can be proactively addressed to avoid issues in the future!
Customer service deserves to be considered in each part of the customer journey. If customers are suffering because of help desk software, or lack thereof, it's time to create a seamless process in whatever way possible!