Supplier - Customer conversation:
Thank you for inquiry, someone from our office will respond to your question in the next 3 business days. Thank you for being our client.
What?! I need an answer now. My “like” button disappeared; I need to like this post asap, in order to win a $25 gift card to TastiDLite. I can’t wait 3 days, aagggghh.
….and that’s how it starts. Everything we do today is in “real-time,” brushing our teeth, tweeting about brushing our teeth, taking the trash out, posting a picture of the garbage truck: “Aren’t they the best garbage guys ever?!”
Marketing our business is in real-time. Immediately after Ryan Lochte won the gold in swimming at the 2012 Olympics, AT&T’s commercial showed a young swimmer athlete writing a new time for his goal on his eraser board, and the number was the exact number Ryan Lochte swam in the match where he won gold, 3 seconds before air time.
Consumers today want/need immediate support for the products they love, and if they do not receive it they will no longer be a customer. To fight this new battle we’ve enabled our clients to provide real-time customer service in the Engage121 application. We previously launched Customer Care, and in the coming this weeks we are rolling out even more features to let you handle crises that arrive through social media. You can email these complaints/concerns to your support team, have them email a response back to you in the application (not Outlook), archive your discussions and export your data for the C-Suite.
Today we’re taking it one step further, and walking in our client’s shoes as the saying goes. The Engage121 LIVE chat is here!
When you are logged into Engage121 click the blue chat icon in the upper right and you will immediately be connected to a member of our client support team. They are there to help you figure out why your “like” button disappeared, as well as remind how you can re-tweet Lady Gaga. If you don’t have a problem, and instead are feeling lonely, feel free to write us anyway. We love to chat!
What is the #1 product you own that you wish provided real-time customer service?