Expert opinion from Arvato is featured on Customer Experience discussing how adopting a proactive approach to customer service on social media is key to meeting increasing consumer expectations.
Debbie Nolan, business development director, CRM & Public Sector, Arvato UK & Ireland, explains that a growing number of companies are moving towards a responsive, ‘always-on’ multi-channel strategy to ensure the customer experience is the best it can be.
She focuses on Arvato’s partnership with Schiphol airport and the success of its proactive social media strategy to draw out some key lessons for UK businesses.
Debbie commented: “A proactive customer care model can help a business highlight opportunities to interact with its customers on a more personal level, while adding value through proactive engagements to help them with their queries.
“A dedicated team of social media specialists working from a customer contact centre is key to delivering this for Schiphol airport, adding value for passengers by offering information or support at the moment they need it. The Schiphol team uses its comprehensive social media monitoring tool to make as many passengers as possible feel welcome by engaging in proactive, personal and relevant conversations.”
You can read the full article here.