First, as several of the posters noted, when people have problems they want to talk to people, not to automated phone trees. A customer service rep on Twitter can be as personal a touch as someone on the phone - and if it's a simple request, may be able to respond to it much more efficiently through Twitter than a phone call
I have been reading many predictions from the modern Nostradamus’ out there (should that be Nostradami?) that the end of the IT department is near. Rigid, stingy and mean seem to be the characterizations of choice, along with out-of-touch. Well, as the head of our small IT department, I am...
Next week I will be giving a presentation at the AIIM Conference titled “Four Fried Chickens and a Coke.” If you are too young to get the reference, find a way to watch The Blues Brothers and think about the mission. Not the music, the jokes, the slapstick comedy done with cars and...
I would argue that managing all of this customer-centric content is a prerequisite for providing truly customer-centric customer service. Recently, we’ve seen a wave of clients trying to figure out their profile and preference strategies
This is a highly desired approach, especially from a customer service and consumer purchasing perspective...Retail orders, bank transactions, and even customer service issues that are triggered by monitoring social media activity like Facebook, LinkedIn and Twitter
And what strikes me is that this research - that focuses on scanning, imaging and capture trends - really needs to be read by digital marketers and customer service managers. Yet, because the focus is on capture, it will probably be read more by administrative and digital mailroom project leads
In two of the departments they had already invested in a Outsource Content management system (Ivise and Papervision) Advantages that the department wished to acquire with this outsource : ° Reduce Business Cost ° Time Savings from filing ° Expand other Services to be performed by present employees ° Enable employees to have more time for customer service ° Limited personal and space Disadvantages that the departments encountered after the outsourcing relationship was implemented : ° Renewal of Licenses cost every year ° Charged extra for additional items scanned and indexed or any changes made to the application. ° Lack of Support (Paying for a service they expected special treatment and better customer service). ° Individuals performing the duties were not experienced with the documents resulting in misplaced items
Paperless companies greatly minimize their need for storage space as a single hard drive, or the Cloud, can store millions of documents. 8. Improved Customer Service Searching for files while a customer waits on the phone is not an efficient process. When digital documents can be found instantaneously by keyword search, customer service can greatly improve. 9
Whether it is for claims, customer service contracts, account openings or an explanation of benefits, there is an abundance of paper in the insurance industry
As those of you who are regulars here might expect, I want to look at SCRM a bit more broadly, to consider how technology plus operational changes plus new strategy all impact how E2.0 and traditional CRM can work together to help organizations transform their customer service function