While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that...
Read More >>>Tag Archives: customer access strategy
Update Your Customer Access Strategy for Social Media
To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions:...
Read More >>>The Most Important Development in Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part...
Read More >>>Smartphone Growth
As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013,...
Read More >>>Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...
Read More >>>Implementing Video Chat?
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the...
Read More >>>Interview on Building a Customer Service Ecosystem
Creating Mobile Services? Get the Contact Center Involved Early
The Edge of Service® Newsletter, Issue 11: A Multichannel World
The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk...
Read More >>>Developing a Mobile Customer Access Strategy
KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...
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