The Edge of Service® Newsletter, Issue 11: A Multichannel World

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer). Visit the GM customer assistance group focused on social channels, and you’re more likely to hear the clickety-clack of keys than voices—this team engages with customers through over 120 automotive forums, as well as a bunch of Twitter handles. KLM continues to build a service presence through Twitter, even displaying a continuously updated wait time estimate. In Moen’s customer support center, you’ll see job site pictures coming in from contractors who reach out for assistance with specs and installations that use the company’s faucets and fixtures.

There are so many ways to interact with customers! Customer service functions have become…read more.

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