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The State of the Social #CX Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 59


12 days ago
ericamarois
ericamarois
Moderator
Posts: 59
Hi, all!

We're excited to have Scott Ontiveroz as our guest host for today's chat on the social customer experience. Hope to see you at 10:00 PT/ 1:00 ET.

Here are the questions we'll cover today:

Q1: In your opinion, is social media a sustainable support channel? Why/why not? #ICMIChat
Q2: Why do you think companies still struggle to offer consistent & effective customer service via social media? #ICMIchat
Q3: How can companies with low budget/bandwidth get started supporting customers via social media? #ICMIchat
Q4: Is there ever a place for automated social customer service? How can companies avoid automation fails? #ICMIchat
Q5: Is it ever appropriate to take a social conversation online? When? #ICMIchat
Q6: What unique skills & characteristics are needed to be a social media support agent? #ICMIchat
Q7: Aside from offering support, how else can contact centers utilize social media to better serve customers? #ICMIchat
Q8: Who are your social customer care heroes? Shout out some brands who do a great job! #ICMIchat

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Erica Strother Marois
Community Strategist, ICMI
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