May
22
Are Marketers Ready for ‘Cognitive’ Customer Service?
Posted in: Uncategorized
Remember when the customer service desk was just a euphemism for a complaint bureau? Back then, customers ranted on the phone or in person about returns, wrong sizes, and overcharges. The idea was a good one, but the end result was frustrated shoppers.
Fast-forward to today. Imagine you're out house-hunting, and using a mobile phone, you can find out immediately from the bank whether you can really afford that dream house. Or instantly find out specific flights that can be booked with your frequent flier miles.
The explosion of social media has changed the notion of customer service across all industries. A service once restricted to phones and then email has been opened through social platforms like Facebook and Twitter.
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