Remove Brands Remove Customer Care Remove Travel
article thumbnail

Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

BlueOcean

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

article thumbnail

Travel Customer Care Excellence, Informed by Social Listening

NetBase

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

BlueOcean

From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process?

article thumbnail

Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner When the World’s on Fire

BlueOcean

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

article thumbnail

On-Site vs Virtual Procurement: The Best Way to Find Your Contact Center Outsourcer

BlueOcean

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Yes, there’ll be travel and calendars to coordinate. The Shortlist Pitch Best Format: In-person, your place or theirs.

article thumbnail

Brands That Mastered the Customer Service Recovery Paradox (And How They Did It)

CSM Magazine

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Thats the concept behind the Customer Service Recovery Paradox. Understanding the Customer Service Recovery Paradox When things go wrong in business, it often feels like theres no way to undo the damage.

Brands 52
article thumbnail

Social Customer Care is Changing CX: Two Real-Life Examples

Clarabridge

Their company, Clarabridge, sells social media analytics software to travel companies. Social in particular, because it’s not the dominant path for communication between customers and airlines, does tend to have a shorter queue,” he said. Social customer care is growing in importance because it works.