Inside Customer Service
APRIL 21, 2022
I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward. He told me that he was willing to "delight me" by offering free access to the company's file recovery software.
Lumoa
APRIL 21, 2022
“When you change the way you look at things, the things you look at change.” – Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Zendesk
APRIL 21, 2022
Live chat is a must-have customer support channel, but that doesn’t mean it’s one-size-fits-all. These three ecommerce companies–Mack Weldon, HUM Nutrition, and KEEN Footwear–have developed the live chat best practices that best support their customers. Compare and contrast for ideas on what might work for you. Conversations are the foundation of great customer service.
MyCustomer Experience
APRIL 21, 2022
GCompetition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving. 21st Apr 2022. By Smoke CI.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Comm100
APRIL 21, 2022
Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience.
Ameyo Callversations
APRIL 21, 2022
A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator. The contact center operator supplies its services to many organizations simultaneously.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CSAT.AI
APRIL 21, 2022
Updated April 2022 (originally posted 4 December 2019). Business is business. We get it. Companies need to make money to thrive, and to have employees in the first place. Policies are important to business. As they grow, clear policies help define brand, develop customer experience (CX) and assist companies to scale. However, people are people too.
Knowmax
APRIL 21, 2022
Trust matters most when one talks of the BFSI industry. The moment that dwindles, organizations begin losing precious customers and, by domino effect, suffer from poor brand recall. Do you know 69% of customers who plan to leave their bank say it was due to poor service rather than poor products? Now talking of poor customer service , there are a plethora of internal and external factors at play.
SurveySensum
APRIL 21, 2022
Have you recently bought a car? After buying a car or any other product, you must have received a phone call asking for your feedback on the purchase. On the call, an interviewer will talk about your buying experience, product experience, or service experience. This phone call is called CATI – Computer-Assisted Telephonic Interview. Let’s understand this.
MyCustomer Experience
APRIL 21, 2022
HMarketers want to target specific customers to get them to buy their product or service. However, different customers want different things. 21st Apr 2022. By Colin Shaw Founder & CEO.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
SugarCRM
APRIL 21, 2022
If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics to adapt to the new normal. Yet despite the devastating disruption from the pandemic, there have been some positive impacts on the overall customer engagement. And the most important of these is recognizing the critical importance of empathy.
MyCustomer Experience
APRIL 21, 2022
5When COVID hit, it was understandable that services would be affected. Businesses scrambled to manage the shift to remote working, deal. 21st Apr 2022. By JamieMelling Chief Executive.
1 to 1
APRIL 21, 2022
When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support. And while both terms are often used interchangeably, there are distinct differences to these approaches.
Zendesk
APRIL 21, 2022
A common issue in the sales industry is that some salespeople fixate on selling their product or service without considering if it will actually help the customer. It’s kind of like a waiter at a diner who brings you the special without even asking what you’re in the mood for—and then still presents you with a full bill. Solution selling is a decades-old sales methodology that involves a more empathetic approach to sales.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Beyond Philosophy
APRIL 21, 2022
Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way? The answer is in customer segmentation, and we have five rules to share on how to segment properly.
Comm100
APRIL 21, 2022
Customer support has become a key differentiator in the marketplace today, and it’s no different in higher education. Today’s students have sky-high customer service expectations, driven by B2C experiences, technological developments, and even Covid-19. With a need to do more with less, higher ed is turning to technology to help them improve student support services for both prospective and current students.
Intercom, Inc.
APRIL 21, 2022
We’ve come a long way from the days of clunky desktop computers and electronic hobbyists. With each season, laptops get thinner, and phones get smarter. But while computing technology has evolved tremendously in the past few decades, we can’t say the same about phones. At least about the way we use them in business. Messaging is increasingly ubiquitous in our personal lives, yet we still pick up the phone to talk to support in the same way we did 50 years ago.
Expert insights. Personalized for you.
158 
Let's personalize your content