The Future Of Social-First Customer Care Is Human-Centered AI

These days, your customer has a wide variety of service channels to choose from. Phones and emails are no longer the “go-to” means for customer support. We not only have social media as a means to connect, but there are also things like self-service applications and AI-powered chatbots available to cater to customers. With traditional customer service, agents are focused on what’s NOW and not what’s NEXT. They’re conditioned to make reactive moves instead of proactive ones because they’re aimed at serving one person at a time.

Providing customer service alone isn’t enough. For one, the connected consumer expects a rewarding experience at every turn. And while it’s responsive, customer service is a passive and reactive strategy. Customer Care, however, is proactive in meeting customers’ needs.

Effectively, to compete in 2020 and beyond, you must know your customers inside and out. You also must meet them where they are. And increasingly, they’re asking questions and filing complaints through social media. During this session, you’ll learn how social-first customer care is a springboard for increased sales and brand loyalty with three real-world case studies.