With the first month of the year behind us, I realize that many are well on their way to accomplishing their goals for 2014. This realization raised the questions for this month’s #CustomerService feature on #SMChat, which takes place on February 12th at 1pm ET.
Q1. Are organizations focusing on customer service metrics and goals as part of their annual planning process this year?
Q2. Have you seen a shift in the role of Customer Service in an organization?
Q3. Are you noticing more “social” customer service interactions? On which platforms?
Q4. Where do you think the greatest opportunities lie for customer service this year?
Q5. What are the expectations for customer service via social media?