Is there a way to reduce call center costs while improving the quality of customer experience?
n this episode, former Forrester Analyst Natalie Petouhoff (@DrNatalie) discusses her ROI model for social customer service and the recent videos she produced for Salesforce.com on building the business case for integrating social into customer service.
Can social customer service protect brands against perceived and systemic product failures?
In markets dominated by companies that are too big to fail, do customer opinions matter?
Dr. Nat also discusses he method of calculating the ROI of social customer service interactions, the value of direct and indirect call deflection and why companies should align with their super users to lower their call center costs while improving customer experience quality.
Join My Weekly Webinar
Weekly video chat on the latest earned, shared and owned media tools and trends.
2020 Startups Guide to Online Influence
2020 Guide to Finding Your Customers Online
Do it Yourself Guide to Public Relations
Digital Marketing Podcasts
On the Record...Online
The podcast about how technology is changing the way organizations communicate, and the way people consume media and information.