June 13, 2017
Consumers have become “rewired” mentally and emotionally to their smartphones and tablet devices, which have caused them to increasingly abandon traditional customer support channels in favor of digital and self-serve options. Allowing your consumers to text your customer care team is a giant leap forward in meeting their digital and mobile expectations. This webinar will discuss all of the elements needed to successfully launch text message customer service, along with some lessons learned from our client implementations. Webinar topics will include:
- Why use SMS for customer service
- Live Agent Texting vs. Automated Texting
- How do I promote SMS to my customers?
- The conversation flow and CRM process
- Sending and receiving pictures and videos
- After engagement surveys
- Text analytics & Reporting
- KPIs to be measured
- The opt out process
- Best practices for launching
Lauren Kindzierski, Vice President of Solutions and Capabilities, HGS
Lauren Kindzierski holds the role of VP of Solutions & Capabilities within the Global Growth Strategy and Marketing team at HGS. Lauren plays a significant part in innovating new and existing solution offerings at HGS by leveraging technologies such as – social, mobile, video, sms, and analytics - to keep her company up-to-date with the latest market trends and demand.
Lauren brings with her over 10+ years of marketing, customer experience, and innovation experience in the customer service industry primarily in the global business process outsourcing (BPO) sector. Her high energy and enthusiasm for customer experience, combined with her passion for the customer service industry, has helped established Lauren as an industry thought leader in the customer service space specifically around the topics of innovation and customer experience.
In 2014, Lauren was ranked 39 out of the Top 100 customer experience influencers in a report published by Onalytica. In November 2014, she was invited to speak as a keynote at the World Airline Customer Relations Association conference held in New Zealand, advising global airlines on new ways to innovate the passenger experience. In April 2012, Lauren was recognized by Crain’s Detroit Business as a member of the “Twenty in their 20's,” a special list that highlights a select group of young professionals based in metro Detroit. Her accomplishments have also been featured on WDIV Local 4 News Detroit, CRM Magazine, Multichannel Merchant, Call Center Times, and many other industry publications.
Lauren graduated valedictorian from Walsh College in Troy, Michigan where she received her MBA in Marketing. Shortly after, she decided to take her industry knowledge and leadership skills back to the classroom to teach Social Media Strategy courses to undergraduate and graduate students.