2.2: Customer Service

Use social media to extend and improve customer service.

Other Information:

The catch-all call center is increasingly becoming a part of the past, becoming now instead part of a portfolio of customer contact mechanisms that includes alerts to a mobile device, instant messaging, video conferencing, social networks as support networks, and the like. The great news here is that the “millennial” modalities are some of the most cost-effective. The challenge is that the number of content types you need to manage across the number of platforms you need to interface to creates the kind of n-dimensional complexity that calls for a next-generation content management layer.

Stakeholder(s):

• Customers

Indicator(s):

Indicator:1

Content