The concept of digital customer care is something most companies now understand and implement. But it has taken a while for the majority of companies to migrate from old call centers and email support responses to plugging in to customer concerns in real-time, via apps and on social media.
But imagine having to handle digital customer care on a scale most businesses never see. Elly Moody is the Digital Customer Care Program Strategy Manager for McDonald’s … yes, that McDonald’s. She is guiding a modernization strategy for holistic customer care for McDonald’s USA. And that covers all channels … voice, web, app and social e-care.
She joined Digging Deeper to help us dig deeper into how to think about digital customer care on scale. She shared insights we can all use, as well as some good food for thought as your companies grow.
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