Focus on Customer Service Podcast
About This Show
The “Focus on Customer Service” podcast features brands who are offering amazing customer service via social media. It is hosted by Dan Gingiss (@dgingiss) and Dan Moriarty (@iamdanmoriarty).
Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service.
At first only the channel of last resort – when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat.
The goals for this podcast are to:
• Learn from other brands that we think are doing social care well
• Share learnings with you
• Increase the overall competency of the industry in the social care space
And here’s the twist: YOU pick the guests. Brands must be nominated to appear on the show by one of their own customers, via our hashtag #FOCS, which stands for Focus on Customer Service.
Most Recent Episode
Episode 42 - Solving Problems for Both Customers and Companies
2 days ago
As a young entrepreneur, Davy Kestens didn’t quite know what to do when Volkswagen called and was interested in becoming his first big customer.
“When you’re a one-man show, you try to do everything you can to not come across as a one-man show,” Kestens recalls. That “failed miserably of course,” he adds.
Kestens, the founder and CEO of customer service platform Sparkcentral, now leads a 100-person company based in Silicon Valley and his native Belgium. Sparkcentral seeks to “optimize the customer service experience and customer engagement workflows over social media and mobile messaging channels,” says Kestens.
Today, as social care has migrated from the Marketing department to Customer Service (“75% of our customers live in the contact center,” Kestens reports) the focus is more operational – and that means convincing executives that putting resources behind a comparatively small customer service channel is a good idea.
“Even though the volumes are fairly low, there’s [something] to be said about the ROI in regards to saving money, preventing people from actually calling and using the more expensive communication channels within your contact center,” says Kestens, adding that social media usually represents “less than 2%” of all customer service. “Companies are starting to realize that it’s a leading indicator of a much larger problem or a much larger opportunity.”
So what does he tell the C-level executives that he meets? “It’s not about social care. It’s not about Twitter. It’s not about Facebook. Stop thinking about those channels as a new problem to solve… [these are] merely the most prominent examples of how the expectations and the behavior of the modern consumer has changed.”
Kestens explains that customers have flocked to social media to circumvent an archaic telephone customer service model that “has been broken for the last few decades”.
“Social was the first wave of that,” he says. “Now the whole mobile messaging explosion worldwide is the second wave of that. But it’s not going to stop there. It’s really about the way consumers communicate has shifted, and their expectations that come along with that.” They key for companies, he adds, is “to reduce the amount of effort that customers have to put in to get issues resolved”.
With the proliferation of messaging apps around the world, Sparkcentral’s goal is “to enable brands to talk to customers across any channe