IMCI Multi-Channel Customer Support Collaborating with Marketing

Companies can’t sell to customers who are mad. But what’s happening in social media is that customers are complaining in social channels- often times because the public nature of the channel forces the company to quickly act to get things tidy up. There’s nothing worse than when you’ve just spent months working on a great marketing campaign and launched it only to find that customers are posting #fail in the middle of it.

This webinar looks at how to handle Multi-channel Customer Support where not only is Customer Service participating with customers via software, but also so are other departments, like Marketing. And while Marketing may have some software that allows them to monitoring and interact with the customer – without it being connected to Customer Service – an issue that isn’t resolved can turn into a PR nightmare.

The idea of the old marketing funnel is dead. Customers can be enticed or pushed away at any part in the customer lifecycle. The key is how to empower your company various functional departments with the ability to not only see but also interact with customers in a collaborative fashion across all functional departments with software that allows them to see the customer, the interactions with all departments and across all channels, both traditional and social channels. This webinar which was done in collaboration with ICMI.com and InContact looks at how software can enable the ability to to scale multi-channel social and traditional customer interactions.

Here’s the link to the webinar- just click on the graphic below….

Integrating Marketing and Customer Service Customer Interactions

 

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