The #custserv chat this week posed the question “Interacting with your Customer: Text? Voice? Video?” Unfortunately, I didn’t participate (my evenings are normally reserved as family time) but I did get a chance to review some of the discussions.
One comment from Ted Coine really resonated for me :
One channel or 12, you’ve got to get #custserv right. I’d rather a bad channel than a bad result.
Tue Sep 07 2010 21:11:16 (Eastern Daylight Time) via TweetDeck
With all of the hype and enthusiasm around social media, so many companies are asking themselves which media to use when they should really be concentrating on the quality of their customer service.
Deliver Results Not Tools
Does the media matter ? Of course it does !
But should it be the first thing a company focuses on ? Absolutely not !
Before focusing on the tool(s) you’ll use whether it’s your CRM software, social media, a web page or anything else, start by defining what you want to deliver.
The tools you use should be the last thing on your mind since they’ll be based on your objectives.
People, Process and then Tools
Once you have a clear view of your business objectives, then it’s time to move on to the “How?” and it will be much simpler to make those decisions.
When you know what you want to attain, then look at :
- People – Make sure you’re engaging with the right people to get there.
- Process – Develop the processes that those people will use.
- Tools – Finally, select the tools that will help your people execute the processes and lead to the successful attainment of the objectives.
What do you think ?
Cheers !
Eric
