I attended the Gartner Customer 360 Summit in London, June 5-6, 2013 one of the premier knowledge forums where Gartner analysts present on the myriad of strategies and technologies employed by leading enterprises in customer engagement and experience management.
Why does customer service need social? Many think that social is not a channel but an extension of customer service. But social is a full blown, standalone channel with consumers that connect. But while consumers have used it as a place to complain and whine it is not a place to get satisfaction. Customer service conversations in social sites get redirected to traditional channels where customer history and data are needed for proper resolution.
Imagine your credit card company contacts you to address potential fraud on your account. Wouldn’t it be great if the charges in question could be displayed on your smartphone while you were talking to the IVR? Or what about the inevitable flight change call right before you get ready to leave for your dream vacation ? What if the airline could show you the new flight options (rather than rattle off a long list that you frantically scribble down on a piece of scratch paper).