A very good video about why Virgin succeed in the airline business while others were going straight to the bankrupt
This video of 2013 has to be understood as " The key point of your customer care is the mind spirit of your employees"
No matter of the tools you are using, it's finally your employees who are the face of the company..
If they are happy to work with you with a good product you will have good customer care.
Customer care is common sense: treat people like you like to be treated. Not so hard no?
Then hire people with a positive and client-oriented mood first.