In a study by the Peppers and Rogers Group, they found that although 76% of companies encourage staff to provide better customer support, only 62% actually provide the tools and training for staff in ways to build customer trust and loyalty.
In our work delivering social business solutions, one of our mantras is that it is not about the tools and the technology, it is about people and how they interact. The tools are only there to facilitate.
But sometimes you have to take a hard look at the realities of your situation.
You may have multiple channels through which a customer can contact you about an issue they are having. You may also have directives from management that your company will be ‘customer-centric’. But have you developed and delivered the over-reaching strategy, training and tools for your customer-facing staff to resolve or escalate issues for your customers?
This Wednesday Defakto is presenting a webinar with Rob Howard , the founder of Telligent . We'll discuss how an online customer support community can play a central role in a holistic customer care strategy. Hope you'll join us. Click here to register.