By Nancy Grace August 5th, 2016 Companies invest thousands of dollars to convince new customers to check out their services and products. But it’s not about getting one-time customers. The real goal is to give people such a great experience they become life-time repeat customers. One part of the customer experience is through social networks, … Continue reading Social Media For Better Customer Service
by Caitlin Zucal July 27, 2016 Follow @Caitlin_ZucalJuly 27, 2016 The introduction of the Internet, social media, and mobile has changed the way companies – large or small – interact with dissatisfied customers. According to a study conducted by Nuance Enterprise, 67% of respondents preferred self-service support over traditional support. Phone calls and emails have … Continue reading Delivering Self-Service Support Through Online Communities
by Jackie Carney July 26, 2016July 26, 2016 Field teams are an integral part of most mobile service companies’ success, but it’s not enough for a business to simply build a team of reps and send them out to do their job as they see fit. Problems such as missed appointments, an inefficient use of … Continue reading Why Territory Management Matters For Mobile Field Service
by Salil Gupta July 20, 2016July 20, 2016 What if I told you that the call center could be one of the biggest revenue generators in your entire enterprise? Today, the call center is seen by many COOs as a cost of doing business – a necessary evil – rather than as a revenue-generating group. … Continue reading 3 Steps To Turn Customer Care From Cost Center To Profit Center
by Miles Hobson July 15, 2016 Follow @miles_hobsonJuly 15, 2016 You know the old style used car sales routine? The one with all of the stretching of the truth, fake declarations of urgency and pretty poor recommendations for your needs? Yeah, like Danny DeVito in Matilda. Well whether you’ve seen the film or not, he’s … Continue reading How Great Service Can Get You More Sales
by Suzanna Colberg July 12, 2016July 12, 2016 No company wants its worst performers to stick around for a long time. However, for many call centers, this “reverse attrition” problem is exactly what happens. Employees who execute interviews beautifully leave you with the kind of buyer’s remorse even your most bitter customers could only dream … Continue reading Curb Call Center Attrition by Dealing with Poor Performers – Here’s How
by Suzanna Colberg May 28, 2016May 28, 2016 “The most effective customer service is designed to reduce effort at all stages of the customer journey—not just after a sale or when problems arise.” This insight from journalist and market researcher Craig Borowski rings particularly true in an age where digital interaction has become the norm … Continue reading The Rise of Live Chat Support: Is Your Contact Center Ready?
by Nashiha Pervin May 1, 2016May 1, 2016 As a brand and online retailer, do you ever step into your customer’s shoes? And by that I mean, do you ever walk in their footsteps and travel through their online shopping journey? See, if you did, you might be pretty taken back by all the things … Continue reading 5 Ways to Help (Not Hinder) Your Online Customers
by Tricia Morris April 13, 2016 Follow @paratureApril 13, 2016 As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester estimates that an average of $ 22 million is spent annually in unnecessary … Continue reading For Self-Service Success: Focus on Customers First, Not Cost Savings
Columnist Eric Enge recaps the SMX West 2016 keynote by Googler Behshad Behzadi, who envisions a not-too-distant future in which voice search becomes more ubiquitous — and may even replace the search box. Eric Enge on April 4, 2016 On March 1, Behshad Behzadi, Google’s director of conversational search, gave a keynote address at … Continue reading The rise of personal assistants and the death of the search box
