Wireless Wednesday for 5/28/14: With Mitch Evans - Tech in Customer Service
Thursday, May 29, 2014 at 8:08AM * TOPICS - French Open is underway and we have a ton of upsets...
We talk "Customer Service" this week - The ways technology is changing customer service.
Rick spent two days a couple weeks ago learning how technology is changing customer service and what the future holds in customer service.
Have a listen:
_______________________________________________________________________
1. Customer Service without even talking with someone
This is the way things are heading, but it's going to take Americans some time to get used to this. It's happening now, but more is coming. You will be able to get you problems solved and your questions answered while speaking into your phone or hitting numbers. A computer will determing your problem and speak the answer to you.
2. Customer Service via online chat
You may have had a customer service issue and pulled up a company's website to see how you may contact a rep. You were then thrown into an "online chat" where a CSR asked who you are, and what your issue was and started assisting you.
* Popular with cable and utility companies as well as insurance co.
3. More and more use of Social Media
70% of businesses are anticipated to use social media as part of their customer service programs by mid-2014. ~ Aberdeen Group
Have an issue? More and more people are using platforms like Twitter and Facebook to have their issues solved.
4. Customer Service via text message
We all seem to be texting more and more. So it's only natural that a text message could prove huge in the world of customer service
5. Crowdsourced Customer Service
If you have a customer service question, chances are someone else has had that question before, and will have it in the future. So, forums and auto generated responces are in place when you type in or explain your problem and a link or answer will come to you on how possibly you can solve your issue.
An example is the app Waze. Waze is a fun, community based mapping, traffic & navigation app. With millions of drivers from across the globe joining forces to outsmart traffic, save time, gas money, and improve daily commuting for all.
By simply driving around with Waze open, you're already contributing tons of real-time traffic & road info to your local driving community. You can also actively report accidents, hazards, police and other events you see on the road, and get road alerts on your route too. Find the cheapest gas station along your route with community-shared fuel prices. Waze also makes it fun and simple to meet up and coordinate with friends on the road.
App of the week:
In honor of "National Burger Day" - May 28
- Burgerator app - in search of the best burgers
The Burgerator app unites burger lovers everywhere to allow you to discover, rate, and share your favorite burgers. We’re not some snooty critics club, we’re just guys and gals with a serious passion for burgers who love to grub. Represent your favorite burgers by downloading the app and rating them today!
FEATURES:
- Find burgers nearby (in either list or map view) sort 'em by distance and rating
- Rate burgers based on the burger-to-bun ratio, taste, toppings, and more
- Discover new burgers through our Burgerfeed and “pound” burgers that look great
- Share your recent ratings with friends on Facebook and Twitter
- See the current “Top 10 Burgers” as rated by your fellow Burgerators
- View your most recent and top rated burgers in your profile
Works in over 250 cities around the world.
