Customer chat allows brands to initiate customer conversations on brand properties, creating a single, seamless and continuous conversation over Messenger, enabling brands to handle broader customer inquiries while maintaining best-in-class customer ...
New York Times best-selling internet entrepreneur, Jay Baer calls social customer service a “spectator sport.”
The retail landscape has changed radically over the past few years. Consumers are noticeably shunning the high-street and instead choosing to shop online. E-commerce offers what the high street cannot—convenience. You can shop on your mobile device wherever, whenever. The exponential growth in e-commerce means that an in-store shopping experience just isn’t cutting it anymore.
Social maturity leadership isn’t a destination so much as it is a journey, and today’s forerunners are just as easily tomorrow’s Contenders, Conservatives, and Observers. That’s because enduring leadership requires ongoing social innovation and investment to keep from being overtaken. If all else remains constant and competitors move up the index, your brand falls behind. To maintain leadership, internal social champions must keep the #SocialFirst flame alive.
Contenders stand a great chance of leadership if they can get the budget in order. They are those companies with freedom, agility, and no end to innovative ideas but for whom investment is a limiting factor. They achieve impressive results but only on a small scale. These are typically smaller companies in lesser regulated industries with a handful of gung-ho internal social champions, but where social care lacks the executive direction that it needs.