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With more than 145,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. The Group reported 2014 global revenues of EUR 10.573 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.

Learn more about us at http://www.capgemini.com.

02/26/2016
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By Blake Morgan, Contributor

Brands Are Not Ready For The Coming Tsunami Of Service Channels

Brands Are Not Ready For The Coming Tsunami Of Service Channels
02/26/2016
By Blake Morgan, Contributor

Brands Are Not Ready For The Coming Tsunami Of Service Channels

We are used to creating separate help accounts on social media to serve customers. While this isn’t a big deal today, what will be a big deal in the future is making it very easy for the customer to get help.

The problem with this approach is the proliferation of service channels. Where as in the past customers had to tag customer service accounts or write on our wall for brands to find them, in the future you will see less and less of the tagging of service accounts. Why should we depend on customers to keep up with our accounts?

We should be finding our customers wherever they are. Brands lost control, tried to regain control, and now they will lose control again. The reason they will lose control is the proliferation of service channels. There is no way for brands to operate with the same approach they have in the last few years. Every week there is a new latest channel customers talk to each other on. They are sending Snaps to friends, WhatsApp messages, Weibo, WeChat, texts, tweets and even sending images and commenting via Instagram photos, and for a second they even sent messages through an app called Peach. The proliferation of channels is upon us.

The challenge for big companies is speed. They simply are not set up to pivot as quickly as they need to. Part of this is the fault of the brands. But part of the challenge is with the vendors. Social media tools for customer service are still specialty products—and many times they don’t cover as much ground as the client needs them to.

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This article was written by Blake Morgan from Forbes and was legally licensed through the NewsCred publisher network.

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