Three Ways Customer Service Has Me Excited in 2016

As we head into February and I have read every last prediction about what will be hot in marketing, advertising and technology in 2016, nothing excites me more than the potential around customer service.

Service Everywhere

The realm where growth marketers can be most effective is in making their customers happy enough to talk to their friends. With Facebook Messenger opening up for business, companies no longer have an excuse to be where their customers are when they need help. Aref JDEY does a nice job of outlining the various ways in which Facebook and Twitter are allowing for brands and startups to serve their customers better. I was going to create my own list, but better I sent traffic to Aref.

Service Will Be Simple

Live chat support on websites used to be a bit spammy. Now it is just a simpler way to interact and get your questions answers quickly. Why bother making a phone call when you can chat. For businesses, why bother pushing all support to phone if you can have support reps around the world? But if you do need the type of support that requires the nuance of voice interaction, there are plenty of new business making this easier than every before. Toky is one of them.

Service Will be Smart

And finally, artificial intelligence and cross-platform integration will make customer service achieve amazing new heights. Once again, in thinking about this post I referenced this amazing post so many times, I decided to just delete my musings and direct you to it (go here for the best post I have read in a while).

I recognize that this is a short post largely pointing to others—well, genius steals!

Profile photo of Adam Broitman

Named Brand Innovator’s 40 under 40, iMedia’s Internet Marketing Leader to Watch and having founded, and award winning creative agency, Broitman is one of the most sought after minds in modern marketing. Having recently left his post as VP Global Digital Marketing at MasterCard, Broitman relocated to the SF Bay area where he is Managing Partner of MEC Global. He has also advised various startups on product marketing growth. Startups include moment marketing platform, Kiip and cause related digital coupon company, GoodShop.

At MasterCard Broitman led a team responsible for overseeing social, mobile, search, content and other channels across MasterCard’s various regions around the world. Broitman oversaw the launch of award winning campaign Priceless Surprises as well as partnerships with the Rugby World Cup and dance music giant SFX.

Prior to joining MasterCard Broitman founded and successfully sold creative agency, a firm specialized in creative, tech-driven communications. Clients included Red Bull, American Express, Ford, Cisco and many others.

Broitman started his career as a media planner at Digital and made his way to Morpheus Media where he was the second employee. While at Morpheus Broitman helped the company with key wins such as LVMH and A&E.

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