Marketing Is from Mars and Customer Service Is from Venus:
How to Collaborate for Better Customer Experience
The current customer engagement environment is constantly in flux. In a world where omni-present
customers can post on social media in real-time, enterprises must be ready to respond at the same rate.
In most cases, marketing drives the brand on social media while contact centers offer affordable social media-based customer care. Social media has many stakeholders in the enterprise, yet many studies show marketing is still the majority owner with customer service training. So, the question is, who should own social customer care? Marketing or customer service?
In this webinar, you'll hear Mila D’Antonio, Principal Analyst at Ovum, explain market best practices that drive collaborative, customer winning, approaches.Watch this webinar to learn:
- How to break down enterprise silos
- Steps for giving social a central role in enterprise customer experience strategies
- Examples of companies that have centrally located their social customer care organizations
- Requirements for quality social care no matter where it sits