Despite the obvious speed and convenience of social customer service, email and phone remain the most frequent channels for solving retail customer service queries, even though customers prefer social and mobile channels above all else. As more and more retail customers start turning to digital channels as the best and fastest way to connect with and get answers from the brands they love, rest assured those customers still want a personal touch from the agent at the other side of the conversation.
Although the methods of communication have changed, customer expectations remain the same no matter what channel. Do your agents know how to provide a human interaction through social media channels? Are you willing to have your agents ditch the script?
Download this report and learn:
- Learn how Sparkcentral can simplify the social customer service process
- Understand how to educate and empower your agents
- Identify ways to personalize each customer interaction