Most of my focus, both on this site and in my professional life, is on marketing & advertising, because well, that’s what I am most passionate about. However, there’s something to be said for the fact that even the best advertising efforts in the world are all for naught, if a company cannot provide a strong product or service, and excellent customer support.
Last week, I received an email from a visitor to this site with a link to a study that SalesForce & Desk.com had commissioned on important customer service trends that businesses should be aware of. Seeing that this Forrester study was presented in InfoGraphic form (lest I remind you my love for the InfoGraphic?), and always willing to share what my readers may find interesting, I just couldn’t not give this a post.
The Key Trends Facing Customer Service Organizations — Brought To You By Desk.com
Many of us, both in & outside of Advertising, have seen numerous high-profile brands (Comcast, major airlines, cellular networks) take to social media to address customer service concerns. Personally, I feel this is a great step forward, both for the companies themselves, and for the overall impact that social continues to play in our lives. This goes along well with the second topic in the customer service trends InfoGraphic: being proactive. Reaching out to consumers where they spend the most time (which, these days, is online, utilizing social networks), is a strong way for brands to stay top-of-mind, and keep customers happy.
And, in the end, isn’t that what we’re all doing here?