Stacey Rudolph August 20, 2020 Social media has really changed customer service behavior in recent years. The days of telephone, fax, letters and email are gone and social media is becoming more prominent when it comes to offering customer support and services. According to Invespcro, more than 80% of customers use social media to engage … Continue reading How Social Media is Changing Customer Service [Infographic]
Victoria Taylor August 16, 2020 One of the most critical assets to your eCommerce business is your customer. Without them, you’d run out of business. Customer service can make or break your brand. Around 74% of people are likely to switch brands if they find the purchasing process too complicated. Not to mention after one … Continue reading 5 Expert Ways to Increase Your eCommerce Customer Service
Mariah Muller July 27, 2020 Enterprise service management (ESM) is often introduced as the solution to an organization’s problems but is met with disappointment or frustration from staff because it’s just IT service management under another name. In fact, ESM encompasses IT service management (ITSM), but also a lot more. The ultimate goal is to … Continue reading How to Make Enterprise Service Management (ESM) Take Off
Brian Johnson July 10, 2020 Consumers are everywhere – on their phones, on tablets, on social media, in your stores, calling into support centers, the list goes on. And financial service brands are ramping up their omnichannel strategies to deliver the most seamless customer experience. Customers expect the ability to jump from one platform to … Continue reading 4 Strategies for Financial Service Brands to Enhance Their Omnichannel Experience
Dan Moyle July 1, 2020 We’ve explored the familiar territory of thinking about your website and CMS from a marketing perspective. Then we moved into newer territory with sales. Now we head into a really new area for most brands: Thinking about it all as a customer experience platform from a service perspective. Let’s start … Continue reading Rethink Your Website: The Service Side of a Customer Experience Platform
Brian Johnson June 29, 2020 Brands are constantly on the hunt for the newest way to personalize their customer experience. These days, it’s so imperative to treat your clients as individuals, not a part of a vast marketing segment. In fact, about 60% of consumers expect a tailored experience, according to a recent Salesforce study. … Continue reading How Localized Engagement Can Benefit Financial Service Brands Personalization Strategy
Julien Rio — May 29, 2020 Reasons why Instagram should be on the radar of all customer service teams and strategies. In January of this year, Instagram celebrated its 10th birthday and has amassed over 1 billion active users, positioning itself as a defining influencer tool and useful for visibility engagement. The opportunity to converse … Continue reading Why Should You Consider Instagram for Customer Service?
Critical Competencies needed for work at home vs brick & Mortar Stores A widespread and ever-increasing trend within the contact center industry is to allow service representatives to handle customer contacts from the comfort of a home office. The growth of this virtual contact center workforce begs at least two questions: what are the key … Continue reading Must Have Critical Competencies: Work from Home vs Brick & Mortar Service Representatives
Sharanvarahan Satyanarayan — April 22, 2020 Whenever an organization decides to implement a field service solution, its immediate focus will be to remain competitive and manage their long term strategic goals. During the implementation phase, there will be multiple challenges that will make these organizations lose focus as such implementations will bring out their deficiencies … Continue reading The Challenges of Implementing a Field Service Solution
Sonya Gankina — April 10, 2020 The last few weeks have turned the world on its head. You may be working from home. Or social distancing with your family or roommates, working on solutions for your business. You might have had to make really hard decisions lately. You may be feeling uneasy or stressed, or … Continue reading How to Survive the COVID-19 Pandemic as a Service Business
