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How to survive in challenging times
Today, just about every company is looking for operational efficiencies and ways to cut costs, while retaining their customers. Excellent service is often the key to successful customer retention. Industry leaders use the downturn to implement innovative support strategies, aiming to deliver an outstanding customer experience.
A great opportunity for engaging customers is presented by the advance of social media, with new, viral forms of communication on the internet. Today customers actively participate in online conversations using Twitter, MySpace, Faceboook, Blogs and other forms of social networking to share their insights and contribute to their community. Often this conversation is happening without the participation or even the awareness of vendors whose products are discussed. Integrating social media into the customer support process will provide vendors with a significant advantage.
Now is the time for companies to invest in these new capabilities and differentiate themselves through excellent customer service. Salesforce.com recently introduced the Service Cloud, a platform for companies to leverage social networking applications, as well as online communities, email, chat and phone. The Service Cloud helps maximize the amount of knowledge available to customers through self-service as well as company agents. And companies don't have to invest in hardware or software to implement the service cloud.
West Coast Consulting Group is there to help you design and implement your next generation support strategy. We recently hosted an executive breakfast in San Francisco, where executives from Swisscom, Champion Broadband and Salesforce.com shared their insights and strategies to navigate the economic downturn. Click here to listen to the podcast of this exciting event. |
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