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March 19, 2013

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Are Random Websites Providing Better Support than You Are?

We've written many times how Sales 2.0 is actually driven by Customer 2.0 - users that expect to have conversations any time, any place, on any device. Complete access to information is now the rule, not the exception that Sales 1.0 lived on.

While doing some research on co-browsing I came across this article from late last year with some hard data showing that Social Media Users are living up to Customer 2.0 expectations.

Some highlights:

Nearly 1/3 of customers choose a social website over calling the vendor.

Why spend time waiting on the phone when you can see that YouTube video on demand?

More than half of customers expect a 2 hour or less response time.

This raises some simple questions: How can you empower your customer service team to respond faster? How can you make it easier for your customers to connect with your customer service representatives - so easy that they choose that interaction over talking with random strangers over social channels?

Of course you know this is the Glance blog, so fast and easy screen sharing is always the correct answer here, but the real news is we have some very interesting things coming out in the next couple of months on this front so keep your eyes on this space!

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