Content about Joe Cortez

March 13, 2012
Will the Customer Service Process Ever Be the Same?

Whether we like it or not, the customer service process is going through a permanent change that we cannot avoid. And while it may be an awkward, uncomfortable embrace at first, over time, it will become second nature. But in the meantime, how do we work the customer service process we know and love into a new, digital era?

By Joe Cortez, Interactive Media Specialist, Signature Worldwide

Technology has driven us into some new, unforeseen territory in the last few years. Before, when you had a problem with a company (or its level of perceived service), you would have to call an 800 number and navigate through a touch-tone menu of options just to speak to someone who hopefully could resolve your problem. Today, instead of dealing with the company directly, you can express your dissatisfaction through a public medium such as Facebook or Twitter.