For the past 100 years, there have been only three channels for customer support: In person, over the phone, or by mail. The 1990s added email to the equation, too. But the dawn of social media changed everything.
Customers now expect support via instant message, text message, Twitter, Facebook, and more. They expect to communicate with a knowledgeable representative, empowered to problem-solve, 24 hours a day, on each and every channel they choose.
Customer expectations have evolved in the digital age, and it’s up to businesses to meet these expectations - or lose customers to businesses that do. It’s a challenge that may seem daunting, but with the right people, processes and technology, it’s possible to connect with customers whenever and wherever they choose to reach out.
This episode of the SAP Customer Support Podcast will help your business take the first steps toward providing full omni-channel customer support. We have convened a panel of 14 experts and thought leaders - from within SAP and throughout the industry - to share their tips, thoughts, and best practices.
Amongst others on this episode:
- Shep Hyken, Chief Amazement Officer at Shepard Presentations, shares the key to a successful always-on customer support experience.
- Andreas Heckmann, Global SVP and Head of Support Delivery for SAP, shares thoughts on how intelligent enterprises can provide better support options.
- Elaina Stergiades, Research Manager at IDC, shares how flexibility across channels can lead to better customer support experiences.
Download the episode now for these thoughts and more from our expert panel.
Customers have more channels to connect with your business now than ever before. On the other hand, your business has more opportunities to delight customers with stellar support than ever before. When you can provide always-on, real-time support across channels, you can foster loyalty, deepen relationships, and encourage customers to become advocates for your brand.
On the next episode of the SAP Customer Support Podcast, our panel will ponder how businesses can provide “Wow” moments of truly proactive support. Subscribe now to make sure you never miss an episode: iTunes | Google Play | Stitcher | RSS
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