Social Media takes Priority for Customer Service

Monday, July 28th, 2014

The time is right for some companies to focus more on updating customer services. Customer journey mapping can help to identify how a customer interacts with an organisation, and a better understanding of a customer’s thought processes can then help reveal opportunities for improvement in their experience.

Furthermore, a greater use of social media, could according to a recent report, improve overall customer experience. A massive 77 percent of digitally focused companies also believed that they needed to put their customers ’social experience’ at the forefront of what they do online. According to the 2014 report State of Digital Transformation, sixty three percent of those surveyed believed that digital transformation (or broadly the impact of “going paperless”) is ultimately responsible for an overall improvement in customer satisfaction. Conversely, whilst less than half those questioned had researched their customers ‘digital journey’, they acknowledged the need to update their associated social and mobile technologies. mplcontact would love to help you on your particular journey by helping you integrate some of those new technologies into YOUR customer services offering. Why not give us a call today on 0800 0186009 to find out exactly how outsourcing your customer services department could help your company to deliver an outstanding service every time.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society