Company says “small scale” service will deliver improved services. Greg Sterling on March 3, 2015 Google Wireless: the rumor was true. At the Mobile World Congress conference (March 03, 2015) in Barcelona, Google announced that it was in fact going to launch its own (MVNO) wireless phone service. In some ways it’s more analogous to Google’s Nexus handsets than to … Continue reading Google Announces Wireless Service Intended To Promote Industry Innovation
Bob HutchinsMarch 2, 2015 When it comes to customer service on social media, there are brands that get it…and those that don’t. The brands that truly excel in social media customer service know that response time is everything. But just how fast is “fast?” And what happens when a customer isn’t satisfied by your response? … Continue reading The Top 3 Problems With Customer Service On Social Media [Infographic]
Anneke SteenkampMarch 1, 2015 Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for playing the role of customer support agents, while others just don’t. So what is it that makes these “perfect”individuals different? What are the traits that make them the ideal candidates when dealing with other … Continue reading 5 Traits Of The Perfect Customer Service Employee
Ben PuzzuoliFebruary 17, 2015 Each year Software Advice speaks with thousands of small business professionals that are seeking customer service solutions. Recently, they analyzed a random sample of 385 small businesses to find out the most common reasons for customers wanting new customer service and support (CSS) software, as well as the features that they … Continue reading What Customer Service Software Buyers Look Like
Dale RobertsFebruary 6, 2015 This final blog in our five part series focuses on nurturing your network and being in service to your customers. Jill Rowley is a thought leader in the field of social selling. When she was a rep at Salesforce she would seek out content, read articles, summarise them into bullet points … Continue reading Nurture Your Network and Be in Service to Your Customers
Tracy McAvoyFebruary 6, 2015 There has been a lot of hype around social media and how it could become a premiere channel for servicing customer requests but we’re not quite there yet according to a recent survey Call Centre Helper ran on behalf of our company which incorporated results from over 100 contact centre professionals. … Continue reading Customer Service Teams Have Low Expectations For Social
John CameronJanuary 16, 2015 With so many advanced tools now available to fine-tune operations, field service organizations have reached an unprecedented transformative stage. By leveraging technology trends such as the Internet of Things, advanced analytics and smartphone and tablet integration, these organizations are reinventing themselves as predictive, rather than reactive, operations. In the coming year … Continue reading Eight Trends That Will Impact Field Service in 2015
Richard LarsonJanuary 12, 2015 In the beginning of social media for business, social media efforts and campaigns were all marketing focused. However, social media for businesses really has morphed into a hybrid between marketing and customer service communications with customers. In fact, they’re a perfect pairing – they go together like toast and jam. If … Continue reading How Social Media Can Easily Improve Your Customer Service
Jeremy Geadrities December 22, 2014 What is your current employee retention strategy? If you cannot immediately answer the question, or at least begin envisioning your current organizational approach to employee development, then we’ve already identified a core reason why you are continually hiring customer service representatives. Hiring exceptional customer service representatives results in (you … Continue reading Representative Retention: Control Your Customer Service
Gap between CMO rhetoric and actual consumer experience on full display. Greg Sterling on December 22, 2014 One of the major buzzwords in retail is “omni-channel.” The notion behind that overused term is the delivery of a consistent brand and shopping experience across channels: online, mobile or in store. According to the omni-philosophy, traditional retailers are supposed to be breaking down the … Continue reading The Opposite Of Omni-Channel: Target’s Ecommerce And Customer Service Failure
