Twitter Chat: Optimising Self-Service for a Better Customer Experience - Transcript & Summary

ManageFlitter TwitterChat with Holly Chessman

Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on
Tuesday, 8th May 2018.

Madalyn Sklar hosted a Twitter Chat with Holly Chessman around the topic of
"Optimising Self-Service for a Better Customer Experience"

Details of our next Twitter Chat:

Topic: TBA
Guest: Ross Brand
Date & Time: Tuesday, 15th May 2018, 5.00pm EST
Channel: #SocialROI Chat

Click here for more information about our Twitter Chats.

Below is a curated version of the Twitter Chat with Holly Chessman.

From the MF Design Lead Question:

  1. What form of online customer service do you appreciate most?

Guest Questions:

  1. Why is it important to provide customers with an avenue to solve their own problems online?
  2. Can you provide some examples of self-service options marketers can integrate on their website?
  3. What are some common issues companies have when introducing self service options online?
  4. Customers often get frustrated when they can’t find an answer to their question online. How can businesses best ease this frustration?
  5. What role does Social Media play in the online service mix?
  6. Why do some companies choose not to put their phone number online? Is this decision detrimental to their business?
  7. What role do chat bots play in online self-service? In which context are they helpful?

From the MF Design Lead Question:

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Guest Questions:

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We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 15th May 2018, 5.00pm EST.
 

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