Paolo Fabrizio
May 7, 2018

Going Digital? You Need a Customer Information Hub

Customer Information Hub

More and more customers are using digital channels to knock on brands’ doors because they want to get fast and effective replies to their queries. While some brands are already adapting to this new customer service scenario, others remain hesitant when it comes to investing in Digital Customer Service.

On one hand, it is a matter of integrating new support channels (e.g. Facebook, Twitter, Live Chat, instant messaging apps). On the other, it is paramount to meet new customer’s expectations. In this article, I will help you build your customer information hub.

Why Customers Want Digital Customer Service?

Even though there may be different answers, customers tend to appreciate digital support channels for some specific reasons. In this regard, CCA & Vodafone have published a report: Digital is the future for customer service so why the indecision? It contains interesting results and highlighting most frequent customer’s wishes. Here’s a sneak peek below.

CCA and Vodafone

You can read the full report here.

Building a customer information hub

If you want to deliver excellent customer service on multiple channels there are no shortcuts: you need to invest in technology. It becomes crucial, in fact, to get a digital dashboard with:

  • All interactions (regardless the channel)
  • Strong reporting and analytics (for digital customer service managers/supervisors)
  • Threaded conversation history (to let customer assistants access previous interaction with the same customer)

These are just the basics when it comes to choosing a digital customer service platform. However, if you want to dive into the main features, you can read all the must-have’s here. With this regard I help brands choose the best digital customer service platform according to their specific needs. If you need a similar ‘scouting service’ do not hesitate to get in touch with me  paolo@socialmediascrum.com.

Over to you

Optimizing conversations on digital channels is a must either to meet customer’s expectations and take advantage of delivering superior support. Let the latter become your key differentiator to smash your competitors.

What digital channels are you going to integrate into your customer service?

You may also want to read: 9 Reasons to Adopt a Knowledge Base for Your Website or other knowledge base articles by Robin Singh

Featured image: Copyright: ‘https://www.123rf.com/profile_vallepu‘ / 123RF Stock Photo

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Paolo Fabrizio

Paolo Fabrizio is Social CRM, Blogger, Speaker. He is a pioneer of online customer service, taking part of insurance start-ups since the 90's. An eclectic gentleman obsessed by Social Customer Service. Multilingual professional, passionate about rugby and serial smiler