When it Comes to the Economy, Automation is Buzzing
Customer expectations, and customer behavior, are changing faster than ever. Here are five customer trends that will have a powerful effect on most businesses now or in the very near future.
Social customer service moves at such a fast pace, keeping up with best practices and industry trends can be difficult. To help customer service professionals stay on top of increasing social volumes and the latest innovation, we’ll be sharing quick, informative tips and tricks on hot topics in our newest short form series: Engagement Experts.
You know the feeling of dread when the on-hold music kicks in and you realize that you could be at this for hours? That’s precisely the feeling that your customers won’t tolerate today. As organizations increasingly compete based on the customer experience, they’ll realize that the bar for what's "accepted" in customer's eyes, especially Millennial's, has been raised.
It’s the question of the ages, or at least the last few years: Is it possible for brands on Twitter to get positive user responses from unprompted engagements? Can brands evolve to the point where human interaction is not only tolerated, but welcome, on social media? As it turns out – absolutely. David Tull, JackThreads’ Customer Engagement Manager, recently found that less than 1% of Twitter users responded negatively to unprompted engagement or “surprise conversations” from @JackThreads.
There aren’t, I’m going to argue, such thing as “customers” in the plural. At any rate, the concept of “customers” in the plural, in the aggregate, isn’t anywhere near as useful a concept for business success as is the singular customer, the one right in front of you, the one on the phone, the one who is tweeting at you or engaging with you on Facebook Messenger.