Digital Signature and Workflow Solution Provider Takes on Twitter
COLUMBUS, OHIO (JUNE 6, 2017) – Customer service is trending, according to Twitter's own playbook for professionals with a penchant for hashtags.
"Tweets at leading B2C brands are growing by over 50 percent per year," boasts the official Twitter for Customer Service Team.
Scriptel Corporation, innovators in electronic signature pad and digitizer component technology since 1982, recently launched its own hashtag-friendly Twitter account with an eye on extending the reach of its #CustSvc efforts.
"Differentiating ourselves through superior customer service and support has always been key for us," says Stephan Herron, Scriptel President and CEO. "Twitter extends that reach, helping us better communicate with customers' IT personnel and the larger tech community. Our goal for @ScriptelSupport is to enhance that two-way dialogue, sharing technical updates and other important developments in real time."
Scriptel is a trusted leader in capacitive pen, touch screen and Citrix Ready signature capture device technology with healthcare, document management, shipping/receiving, retail point-of-sale (POS) and a wide range of other professional applications.
Notable products and software solutions include:
- ScripTouch EasyScript 3.0
- ScripTouch Sign and Save
- ScripTouch ProScript
- ScripTouch Remote
- ScripTouch mSign
The company's newest offering, mSign, has the ability to convert any mobile device—a smartphone, say, or a tablet—into a wireless signature pad.
With products like these in end users' hands and others bound for production, Scriptel is smart to expand its customer service channel to include today's top-rated social media outlets. As cited by Twitter, the benefits and challenges companies like Scriptel face when doing so can often include:
- A reduction in call-related operations costs
- An ability to provide pre-emptive assistance
- A chance to convert queries into revenue-generating sales
- A new channel thru which to flex subject-matter expert muscles
- Access to real-time data, insight and analytics influential to strategy
- A view into how people use products (or want and need to use them)
- An increased opportunity to engage customers and to grow new or existing communities and networks
- A need to personalize and manage such accounts
- A potential increase in customer inquiries or requests
- A highly public discussion involving an established brand
- A need to develop new processes, procedures and protocols
Clearly the benefits outweigh the challenges. Still, as Sarah Jacobsson Purewal cautioned in a piece written for PC World, it pays to speak to an informed audience.
Customers who are less familiar with Twitter should be provided with instructions about how Twitter functions and how else the company can be reached. Too, she adds, they should know that "Twitter is great if you have a question, complaint or passing comment" but that some support issues may be best addressed by email or phone.
That point is not lost on Scriptel, which plans to use Twitter to add value to the mix.
"Scriptel prides itself on being accessible to all customers and partners, including technical personnel," explains Steve Sedaker, Scriptel's Director of Strategic Marketing. "@ScriptelSupport adds a whole new dimension to our communication effort, helping us address and augment discussions raised through email, phone or online contact."
Scriptel is headquartered in Columbus, Ohio, and offers Top Tier service and software integration support by phone, via email, in person (by appointment) and now? On Twitter. Tweet @ScriptelSupport or visit Twitter.com/ScriptelSupport to learn more.
Scriptel Corp. (est. 1982) – An innovator in the e-sign and digitizer component industries, Scriptel debuted its first peripheral in the late 1980s. It has since become a trusted leader in capacitive pen and Citrix Ready electronic signature pad technology with POS, healthcare and other professional applications. Software solutions include EasyScriptTM 3.0, ScripTouch Remote and now mSign — turning any mobile device into a wireless signature pad. Scriptel proudly offers Top Tier service and software integration support and is headquartered in Columbus, Ohio.