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#ICMIchat Recap: Self-Service for Social Customers

By Erica Marois | Date Published: September 17, 2015 - Last Updated August 22, 2018 | Comments

Last week during #ICMIchat we discussed ways to measure self-service success. This week we explored the many ways that social media and self-service can work hand in hand to improve the customer experience.

@SPSTechBeat hosted the one hour conversation, and participants offered their opinions on the industries that lead the way in offering self-service, the best ways to integrate video into the service mix, and more. Check out the recap below and add your insight in the comments.

Join us next week (Tuesday, 1pm EST) for a chat about the future of self-service. Topic: Will self-service ever replace the live agent? @NealTopf will host the one hour discussion. Just use and follow #ICMIchat on Twitter to join us.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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