Member Since: 10th Apr 2013
My discussion replies
17th Jul 2013
There was a reduction on the call length and customer call backs.
17th Jul 2013
I implemented How to videos when I worked in Marketing for a large financial institution. They have online software where I implemented 2 minute How To video series. The video captured me doing basic tasks on the software. For Queries out of hours the automated email or voicemail would point to a video channel on YouTube. Customers found it helpful. If a picture paints a thousand words. So a video must...? If anything it will provide a helpful tool for the customer service team and make them look extremely helpful in the eyes of the customer.
A while back I posted something on the use of YouTube on my blog
16th Jul 2013
Metrics or Key Performance Indicators (KPIs) are unique to each business. There are no "Golden" set of KPIs in place. My advice is if you have the resource you monitor a combination of top level KPIs as well as tactical KPIs as the business may ask why this top level KPI has changed then the technical team can fire from the hip and explain the reason for this change. I have uploaded my KPI template to share with this community. I hope it serves
12th Jun 2013
Comment from the MyCustomer Google+ community I feel it should be a centralised team from within the organisation as oppose to an outsourced agency. As one thing social media does do well is it gets to the heart of what the business is about very quickly to the customer. For example does the business really care about their customers´ concerns? Well using social media as a tool to quickly respond to their concerns in a professional manner speaks volumes to me.