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The mobile, social, analytics, and big data capabilities built into modern best practices have enabled organizations to transform the customer service experience. Integrating social media tools into customer support enables you to respond and communicate with customers using the medium they prefer. Listen across multiple social media channels for service comments and potential issues. Route issues appropriately, respond, and proactively engage with customers. Use the following modern best practice as your roadmap to make social media part of an optimal customer service experience.
Capture customer contact via blogs, forums, and other social media. Flag incidents requiring responses.
Determine service entitlement and set response time expectations.
Research both internal and external resources to respond to customer inquiries.
Provide and apply the solution to appropriate social media channels and collect feedback.
Link incident to customer profile. Record feedback and comment.
Automatically incorporate new information into knowledge repository.