Social media and the Internet have created an entirely new set of rules when it comes to customer service. Due to its popularity, many companies are using the various online platforms to gain exposure to a large pool of potential customers, while being able to quickly interact with current customers. Customer Service is one of the most important components to any company’s success. The better your customer service, the more likely you are to meet customer expectations, increase loyalty, and decrease miscellaneous costs.
Just this week, Samsung revealed that it has seen significant growth in its customer service communication via e-mail. The company, slowly rising in the business sector, said it understands what its customers want and has setup a call center where people can call for all kinds of questions and comments, as well as send e-mails.
“…The company has actually set up an e-mail address that will allow people to get a more direct customer service connection at a level higher up the food chain. This particular e-mail address is actually considered an “Executive Customer Service” contact and should only be used as a last resort,” said TMCnet Contributing Writer, Oliver VanDervoort.
“While Samsung says that anyone may use the e-mail address, firstname.lastname@example.org, they have requested that anyone who feels the desire to send an email to this address should have already tried contacting the regular 800-number first,” said VanDervoort.
Learn more about Samsung’s customer service e-mail here.
Also this week, SAS (News - Alert) Analytics said it would help communication service providers (CSP (News - Alert)) understand the importance of customer service and its evolving technology to help organizations “better segment their markets, determine how and when to target influencers, and test new campaigns, products and services.”
Ken King, director of SAS Telco and Media Convergence (News - Alert), said it’s all about who conforms first. “Early adopters who are socially engaged wield enormous influence over others’ purchasing decisions. SAS Customer Link Analytics has proven invaluable in identifying these crucial customers and understanding what they like,” said King.
“SAS provides a range of techniques and processes for the collection, classification, analysis, and interpretation of data to reveal patterns, anomalies, key variables and relationships, leading ultimately to new insights and better answers faster,” said TMCnet Contributor Meenakshi Shankar.
Read Shankar’s full report here.
Finally, Salesforce.com (News - Alert) revealed it too would be bringing a new way for employees to communicate through its new Chatter Communities. The service lets users and customers connect through a private social community.
“Delivering transformational customer service is crucial to every company’s success in the social era,” said John Wookey, executive vice president of social applications, salesforce.com. “Chatter Communities for Service will extend the leadership of the Service Cloud and help companies connect with their customers in entirely new ways.”
Calvin Azuri, TMCnet Contributor, added that this service would make it easier for customers to communicate with businesses. “Leveraging Chatter Communities for Service, users can have their queries answered all at one place irrespective of the origin of their inquiry. All support organizations will meet over a common community platform over the extended enterprise,” said Azuri.
Read more about Salesforce.com’s new Chatter Communities here.
Visit TMCnet.com to stay updated on Customer Service Software news.
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