069: Embedded Customer Care

One of the things customers hate about customer service is finding it. How can customer care be embedded into the entire customer journey? Adam and Jeannie discuss the innovations that are making this more of a reality for customers and companies alike. Offer More by Embedding Service Instead of forcing customers to hunt for the right phone number, the right support department or the right email address, what if the right customer support option was just waiting for the customer where and when they need it? Like Amazon’s pioneering Kindle Mayday video support, there are many ways to offer this type of embedded experience. But what does that mean for customers and their feeling of control? Many won't want strangers popping up on video on their screen! Adam and Jeannie discuss the pros and cons of this type of innovative customer service. Gartner reports 100 of the 500 largest global businesses will introduce video-based chat for customer-facing interactions by 2018. This is definitely the future, are you ready? Related Content Article, Mayday, Mayday…Is Video the Future of Customer Experience? Official site, Samsung Smart TV Video, Microsoft shows how its 3D holographic tech will work in your living room Video, United Bank Improves Customer Experiences with NCR Interactive Teller Sponsor Message 360Connext—Customer Experience Webinars Join us each month for an informative customer experience webinar. After hosting webinars and courses for PopExpert, Word of Mouth Marketing Association, Marketing Profs, and others, 360Connext is now offering webinars to our community. Sign up to explore different topics each month, like how to measure customer experience success, how to write your customer experience mission, and other important and actionable ideas. Register at www.cxwebinar.com.    Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices