A large consumer electronics manufacturer was caught off guard by a customer complaint that went viral on social media. While responding to this trending issue, the company realized it should have a more strategic presence in social communities. To prevent similar issues in the future — and to improve the overall customer experience — the manufacturer decided to proactively seek out and engage customers in the social sphere, addressing their concerns in real time, in the channel of their choice.
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The Most Important Contact Center Trends for 2018
There are a number of changing trends as the role of contact center continually changes. However, a through-line is maintaining excellent customer experience.
Why Cooperation Between Channels Means More Market Share in Pharmaceuticals
In-person sales can be enhanced through collaboration with telephone sales, and organizations can overcome political opposition by focusing all departments on the goal of increasing market share.
How To Ensure Contact Center Agents Offer Top Customer Experiences
Check out these best practices in hiring, training and evaluating agents to ensure quality staffing at your contact center— ultimately putting customer experience as the top priority.
3 Steps for Cool-Headed Insurance Marketing in a Breakneck World
A confluence of events is altering how consumers choose insurance. We’ve found three disarmingly straightforward marketing practices to roll with these changes.
Digital Streaming Support: Solution Overview
5 Myths of Outsourcing Customer Care
The negative image of customer service and support is the result of a variety of myths about outsourcing. Find out how these myths are dispelled.
Customer Support Channels to Master in 2018
Who Will Be the First to Master Video Customer Support?
Video as customer support is a deceptively demanding channel. And because it's relatively early on in the gestation, many businesses haven't figured out how to use video to its full potential.
Through-Sourcing: How to Outsource Key Business Functions with Confidence
Using a knowledgeable team of employees already familiar with the brand, through-sourcing presents the opportunity to reduce costs, increase efficiency and maintain control of outsourced functions.
Harte Hanks Featured Vol 7 Feb 2018
5 Tips on How to Master Knowledge Base Customer Support
If you’re able to answer customer questions readily in what more frequently is becoming the channel of choice (web knowledge bases) you’ll be able to reduce costs while also satisfying the customer.
3 Customer Support Channels You Need to Master in 2018
Brands should be sure to master well-established customer support channels before moving on to new and impressive technologies.
Customer Support Channels to Master in 2018
Before moving into new and impressive technologies to improve support and customer experience, brands need to master well-established channels like social, video and web-based support first.
5 Signs Your Contact Center has You in a Cookie Cutter
Going with the biggest contact center doesn't always mean it's the best. Find out if your contact center has you stuck in a templated approach.
Benefits of a Boutique Contact Center (vs. the Big Guys)
Boutique contact centers are nimble, flexible and innovative. Partnering with this type of support organization offers your brand some powerful benefits.
Outsourcing Customer Care Myth #5: All Vendors Are The Same
Cost is always a concern when outsourcing, but start your search process by setting cost factors aside. Identify the components of your customer care program that are absolute musts.
Customer Service Myth #4: I Can Only Outsource Simple Processes
Work with an outsourcing partner with broad coverage types and deep industry expertise, who will utilize extensive knowledge and best practices around handling all types of customer care challenges.
Customer Service Myth #3: I Can Achieve Better Results In-House
A quality customer care partner will operate as a highly-focused extension of your team, providing customer care expertise and experience that improves upon the results you are currently achieving.
How to Maintain Quality and Control with a Contact Center Partner
We've already debunked Myth #1 about outsourcing customer service, but let's not stop there. This post examines Myth #2: I'll lose quality and control of my program.
5 Myths on Outsourcing Customer Care...And How to Choose a Reliable Contact Center Partner