vortrag service desk forum 19.11.2013, mainz
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Mul%channel-‐Strategien für den internen Kunden
Service Desk Forum
Mainz 19. November 2013
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Persönliche Erfahrungen aus dem Umgang mit sozialen
Medien treiben die Ansprüche an das Service Desk
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“Wir müssen uns nicht verändern, wir leben den digitalen Wandel”
Zitat Genera%on Y
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Erlebt die schriYliche Kommunika%on eine Renaissance?
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Contact Center
Kunden Unternehmen
One – to -‐ one
One –to -‐ many
Webseite
Community
Foren
Many-‐to-‐ many
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Sephora
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Sephora
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Sephora
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Suchmaschine
Webseite
Social Networks (Facebook, Twiber) Community
Foren
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Mobiler Zugang überall und immer
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Zeit für Ihre Fragen
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