customer service issues

How is Social CRM impacting your traditional customer service channels?

With Facebook pages and Twitter handles and this, that and the other, is anyone even picking up the phone anymore to be served by one of your agents?  You bet they are and what callers experience has been affected by your Social CRM.

Recently, I had to deal with a return and some customer service issues of my own so I called into the call center.  After nearly 10 minutes on hold I was finally connected with a call center agent that immediately made it clear that he didn’t know what he was talking about and didn’t know how to assist me.  I was given a scripted, mediocre response and directed to the web site, but not before he made an insulting comment that I should have started there in the first place.   Seriously!

Social CRM has its place and certainly is a fast-growing service channel, but that doesn’t mean that we diminish the focus on customer service.  If you have ill-equipped, sassy agents answering calls to quickly direct people to serve themselves online, it’s likely that you are pushing disgruntled customers to voice themselves publicly on your Facebook and Twitter pages.  The result makes them a customer service nightmare for your agents monitoring your Social CRM. Continue reading

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