Social Media And Mobile Leading The Way To Enhance Customer Service

By Author: Mitch Reyes
Total Articles: 1
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Mobile and social media continue to change the customer experience landscape that has long been the territory of an onshore or offshore inbound call center. The Philippines for years has taken the big lead in voice-based contact center services because of its cost-efficiency advantage and more importantly, the strong communication skills and competency of its workforce. But emerging trends are now finding their way in local call centers.

In the past, organizations have faced tremendous amounts of pressure from customers to deliver service that far exceeds their expectations. The objective has always been winning new customers and keeping them loyal due to competition. Competing companies are just around the corner, looking for ways to convince customers to bring their business to them. But Philippine-based call centers are quick to adapt new trends and technologies that can help their clients meet the needs of their patrons. Small business owners will see this as a benefit especially if they are outsourcing offshore for the first time.

Today, the opportunities in social media and mobile enable even offshore call ...
... centers to send quicker responses to different kinds of problems and issues that arise. Replies that were once expected after a few days can now be delivered in a matter of minutes. This is because customer service can now be on the go – thanks to handheld devices like smart phones (Android, iPhone and BlackBerry) and tablets (iPad, BlackBerry PlayBook, Galaxy Tab).

According to Edison Research, nineteen percent of Twitter users find customer service via tweets. There are more than 200 million people using this social platform. That means 38,000,000 are finding customer service through this popular social networking platform where they can interact with other customers.

People think that larger organizations own this new space because they are backed by resources. This is not always the case. The combined strategies of social and mobile have presented new opportunities allowing even smaller businesses to compete with their larger counterparts.

This is how the next generation of inbound customer support will be. They can finally provider faster and more efficient methods of tracking and responding to inquiries via a tweet or a Facebook response. They are easy to create, and have the capability of interacting with users from multiple customer service channels into one place.

But the rising popularity of this medium will not overtake other traditional channels like phone, e-mail and chat. Live human interaction remains key to delivering an impressive customer experience because they are personalized. Customer service organizations like
inbound call center Philippines understands that consumers deserve high-quality customer service. Clients satisfied with great service stay longer with the business and have more good reasons of coming back.