Today's customers are demanding seamless service across all channels. And while most companies aim to provide great customer service, many lack the ability to deliver it. With the increasing mix of connected products and services worldwide — such as medical equipment or e-Bikes that require software updates — resolution for inevitable issues requires collaboration and coordination between multiple departments, systems, and workflows. In the age of the Internet of Things, it's no longer enough to leave customer service to just the front line.
Unfortunately, in many companies, the people, processes and systems needed to resolve a customer issue are siloed. Bridging these silos is extremely difficult, if not impossible: 54% of respondents to a recent survey say the various silos in their company don't talk to each other, and 57% of respondents say their biggest customer service challenge is connecting all service processes to provide a streamlined service experience from the first contact to permanent problem resolution.
How can organizations keep up with rising expectations and connected technologies to resolve customer issues faster than ever before while continuously improving their products?
During our next #StateofWork chat, we'll discuss how the age of the Internet of Things requires a new way to run customer service.
Join us on Tuesday, September 6th, 2016 from 10am to 11am PT/ 1pm to 2pm ET for a lively discussion on the future of customer service.
Moderated by Michael Krigsman, founder of CxOTalk, our panel of experts includes:
- Kate Leggett, VP and Principal Analyst at Forrester Research for CRM and Customer Service
- David Myron, Editorial Director at CRM Magazine
- Holly Simmons, Senior Director, Product Marketing, ServiceNow Customer Service Management
Here's more info on how to participate:
A Tweet Chat is an online conversation held at a pre-arranged time following a specific hashtag, in this case #StateofWork. You will need a Twitter handle or LinkedIn profile to take part.
- When: Tuesday, September 6th at 10am PT/1pm ET
- Where: Sign in to CrowdChat here using your Twitter or LinkedIn credentials to join the live conversation: You can follow the chat on Twitter using the hashtag #StateofWork.
- Who: Anyone is welcome to join!
We look forward to hearing from you!
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