Customer service Intv.

Start here and work around clockwise :-) ✅

Q1 Who are you, what is Conversocial and what did you set out to achieve with it?

100 episodes ago back in 2012 ( episode 57)

Q2. You helped companies deal with the big shift to online social media customer service.Your book predicts the next big shift in the world of customer service and predicts an even bigger impact over the next five years! Can you share with us what you think this big shift is going to be?

social message bots

Q3. For years we have focussed on over the top delight at all costs. Your book argues something simpler. can you explain what that is?

focus now on lowering effort ( Effortless Experience by Matt Dixon and Nick Tonman)

"Just hit the easy button" is hard to achieve- diveristy of platforms!

Q4 Part Summary 1: What are the major forces shaping the delivery of customer service today?

Are phones and email as customer service tools dead for the next generation?

dialahuman.com example of pressing one and hash 17 times to speak to a human on average

I guess it was never really designed for many to one communication

Current customer service offerings more likely to result in customer disloyalty!

58% company cal volume form customers wh tired to resolve their issue digitally first.

Ofcom results

If we think phone is bad enough email is even worse!

BT's Net Easy Score

Brand bombing

email and phone for 12-15 year olds used less than photo messages by adults!

The 2016 shift you saw in public vs private messaging use.

Q5. If phone and email are broken.What is the new medium for customer service?

Messaging

chat bots

Q6. Tell us about the Six Pillars of the future of customer service

be prepared for crisis in the new social era

Lean in to the power of messaging

Make effective use of bot tech

Deploy AI effectively

Adopt a messageing approach to Digital Channels

Use social Agents as the Model for future customer service

Is there really no hope for phone and email?

What is fuelling the use of Messaging Apps in customer service?

How Does AI work in the mix?

Q7.You have some great insights into effectively dealing with Social Crisis in the book. What are some of the common pitfalls companies get wrong?

how does AI fit into a social crisis?

could we see AI at the heart of the next big social media crisis case study?

Q8.Which brands do you think really have this new way of working nailed and what can we learn from them?

Start here and work around clockwise :-) ✅